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

Washington University in St. Louis; St. Louis (MO); Hybrid; USD 25,000 - 36,000; Full time

Job summary

Washington University in St. Louis is seeking a Scheduler/Customer Service representative to support the Therapy Practice. You will handle registration, scheduling, referrals, and Epic/EMR tasks to ensure accurate data and smooth patient flow.

The role offers remote work with periodic on-site training at the Medical School Campus. Strong communication and customer service skills are essential for coordinating with clinicians and staff.

Qualifications

• High school diploma or equivalent required.
• 2 years of experience in a medical office setting or related customer service.
• Basic Life Support (BLS) certification required.
• Proficiency with patient scheduling, Epic, and EMR systems.

Responsibilities

• Register and schedule patient appointments in Epic and manage referrals.
• Serve as liaison between patients, staff, and clinicians.
• Handle Epic In-Basket messages and urgent communications.
• Provide backup coverage during peaks and attend meetings.
• Occasional on-site rotation between practice locations.

Skills

Computer Efficiency

Confidentiality

Critical Thinking

Customer Service

Detail-Oriented

EMR Systems

Epic Applications

High Accuracy

ICD Coding

Interpersonal Communication

Interpersonal Interactions

Managed Care

Master Scheduling

Medical Terminology

Medicare Plans

Microsoft Office

Multitasking

Organizational Efficiency

Professional Etiquette

Teamwork

Time Management

Working Independently

Education

High school diploma or equivalent

Tools

Epic Applications

EMR Systems

Job description

Location

ST. LOUIS, MO 63110

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 primarily works remotely with the occasional need for on-site work. Initial training will take place on the Medical School Campus.

Job Description

Primary Duties & Responsibilities:

• 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 on-site rotation between practice locations.

Working Conditions:

On-Site Job Location/Working Conditions:

• Direct patient care setting.
• Normal office environment.
• Exposure to blood-borne pathogens.
• Requires protective devices.

Physical Effort:

• Typically sitting at desk or table.
• Typically standing or walking.
• Typically bending, crouching, stooping.
• Repetitive wrist, hand or finger movement.
• 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 And/Or Related Customer Service (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:

• Computer Efficiency, Confidentiality, Critical Thinking, Customer Service, Detail-Oriented, Effective Written Communication, Electronic Mail, Electronic Medical Record (EMR) Systems, Epic Applications, High Accuracy, ICD Coding, Interpersonal Communication, Interpersonal Interactions, Managed Care, Master Scheduling, Medical Terminology, Medicare Plans, Microsoft Office, Multitasking, Organizational Efficiency, Professional Etiquette, Teamwork, Time Management, Working Independently

Grade

C06-H

Salary Range

$17.89 - $26.35 / 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