Clinical Service Representative II (Hybrid) - Program in Physical Therapy

Scheduled Hours

40

Position Summary

This position functions to assist and support the Therapy Practice, clinicians, and staff with patient flow and smooth running of a fast-paced office. This position performs all aspects of a scheduler and customer service representative, by telephone, to ensure accuracy of data entered into the scheduling system including scheduling transactions, registration, entering demographic, and insurance/referral information. Staff member will serve as liaison to consumers (staff, patients, healthcare professionals and general public) and advocates the patients’ needs.

This position primary works remotely with the occasional need for on-site work; serving multiple practice locations. Initial training will take place on the Medical School Campus.

Job Description

• Responsible for registration and scheduling of new and returning patient appointments, cancelling, rescheduling, and obtaining/documenting necessary referrals, in Epic, for patient appointments. Serves as a liaison between consumers and WUSM; assists consumers in a timely, efficient, and courteous manner regarding appointment information, systems, procedures, and resources. Explains the relationship between internal and external customers and routes calls to the appropriate responder. Provides information on resources as appropriate.   

• Responsible for managing internal and external referral orders. Internal referral orders are retrieved from the referral work-queue and attached to appointments when scheduling. External referral orders are received from either patients or by fax and transcribed into Epic.

• Processes, monitors, and acts upon Epic In-Basket communication by assessing consumers’ needs, taking messages, and directing calls/In-Basket communications as appropriate. Takes any and all necessary steps to facilitate customer satisfaction. Processes assigned Epic work-queues and in-baskets in a timely manner.

• Offers assistance and back up support, as needed, to other clinical support staff. Serves as back up for other staff during peak times, vacations, and illnesses. Attends staff meetings, clinic meetings, and training sessions as they relate to the position.

• Performs other duties as assigned with occasional rotation between practice locations.

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Working Conditions:

Job Location/Working Conditions:

• Normal office environment.

• Exposure to blood-borne pathogens.

• Requires protective devices.

• Patient care setting.

• Direct patient care setting.

Physical Effort:

• Typically sitting at desk or table.

• Typically standing or walking.

• Typically bending, crouching, stooping.

• Occasional lifting (25 lbs. or less).

Equipment:

• Office equipment.

• Clinical/diagnostic equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:

The list below may include all acceptable certifications, professional licenses and issuers. More than one credential, certification or professional license may be required depending on the role.

Basic Life Support - American Heart Association, Basic Life Support - American Red Cross

Work Experience:

Medical Office Setting (2 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Required Qualifications:

• Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirements).

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Communication, Confidentiality, Critical Thinking, Customer-Oriented, Customer Service, Detail-Oriented, Electronic Mail, Electronic Medical Record (EMR) Systems, Epic Applications, High Accuracy, ICD Coding, Interpersonal Communication, Managed Care, Medical Scheduling, Medical Terminology, Medicare Plans, Microsoft Office, Multitasking, Office Equipment, Organizational Capability, Teamwork, Time Management, Working Independently

Grade

C06-H

Salary Range

$17.34 - $25.40 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.