Clinical Service Representative II - Program in Physical Therapy

Washington University in St. Louis; United States; On-site; USD 25,000 - 36,000; Full time

Job summary

Washington University in St. Louis is seeking a front desk/scheduling coordinator to support the Program in Physical Therapy.

In a fast-paced clinic, you will greet patients, verify registrations, enter information into EPIC, and manage appointments and referrals. The role requires a high school diploma (or equivalent) and a Basic Life Support certification, with at least two years in a medical office or customer-service setting.

Qualifications

• High school diploma or equivalent required; experience in medical office/customer service preferred.
• Basic Life Support (BLS) certification required.
• 2+ years in medical office setting or related customer service.
• Strong communication and organization skills; proficient in patient scheduling.

Responsibilities

• Greet and verify patient information in EPIC; manage check-in/check-out and post-visit summaries.
• Collect co-pays and scheduling-related deposits; reconcile EPIC drawer balances.
• Maintain daily clinician schedules and manage patient wait lists for full appointment slots.
• Schedule new and returning patients, obtain referrals, and communicate with patients and providers.

Skills

Customer service

Communication

Medical scheduling

Phone etiquette

Education

High school diploma or equivalent

Basic Life Support certification

Tools

EPIC EMR

EPIC ROI

Job description

Location

ST. LOUIS, MO 63110

Scheduled Hours

40

Position Summary

This position functions to assist and support the Program in Physical Therapy practice, clinicians and staff with patient flow and smooth running of a fast-paced office.

Front desk and scheduling responsibilities include answering and returning phone calls, greeting patients, verifying information, collecting co-payments, assisting with MyChart, patient surveys, prepping exam rooms and coordinating communications using EPIC In-Baskets. Will schedule new and return patient appointments to include entering registration, verification of diagnosis, insurance, plan of care retrieval from referring physicians, and demographic information. Ensure completion of medical record documentation and billing accuracy. Will copy and fax medical records and complete a variety of accounting activities using various systems.

Job Description

Primary Duties & Responsibilities:

• Greet, verify, and update patient registration information and arriving patients in EPIC in a timely manner. Ensure all patient arrival and check out processes, including managing After-Visit-Summaries, are finalized at the end of each patient visit. Compile, copy, and fax/mail monthly correspondence relating to patient visits.

• Collect co-payments, supply fees, reconcile EPIC drawer balance, and assist with entering clinic deposits.

• Review registration work-queues on a daily basis to ensure current workflow processes are supported.

• Assist with maintaining daily clinician appointment schedules and working the patient wait list, ensuring all available slots for upcoming dates are full.

• Perform clinic closing procedures accurately to include: 1.) Reserving rooms for next day and 2.) Stocking, cleaning and organizing supplies, gym, and waiting area.

• Prepare and respond to medical record requests using the EPIC ROI function.

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

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

• Offer assistance and back up support, as needed, to other clinical staff. Serve as back up for other staff during peak times, vacations, and illnesses.

• Attend Program meetings, staff meetings, clinical meetings, and training sessions as they relate to the position. Perform other duties as assigned with occasional rotation between practice locations.

Working Conditions:

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, Medical Scheduling, Medical Terminology, Medicare Plans, Microsoft Office, Multitasking, Office Equipment, 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’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 [e-mail] 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 or shared ancestry, 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. As a federal contractor, the university maintains affirmative action programs to implement its equal employment opportunity policy for individuals with disabilities and protected veterans, in accordance with Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 (VEVRAA), as amended.