Clinical Service Representative III (Lead) - Program in Physical Therapy

Washington University in St. Louis; St. Louis (MO); On-site; USD 29,000 - 44,000; Full time

Benefits offered by this job

Vacation & holidays

Health insurance

Metro U-Pass transit

Tuition benefits

Job summary

Washington University in St. Louis is seeking an onsite lead clinical service representative to manage front desk and scheduling activities across multiple physical therapy clinics in St. Louis. You will coordinate office functions, train new staff, and ensure HIPAA compliance and quality patient care.

The role involves supervising schedules, handling check-in processes, and acting as liaison among staff, patients, and providers, with ongoing collaboration and staff development.

Qualifications

• Education: High school diploma or equivalent.
• BLS certification (Basic Life Support) required.
• 4 years of experience in medical office setting or related customer service.

Responsibilities

• Schedule appointments, registrations, referrals, scanning, and HIPAA compliance.
• Verify insurance cards, IDs, health history questionnaires, and signatures at check-in.
• Triage patient calls and messages; support scheduling and provider communication.
• Lead front desk performance, training, and staff meetings.
• Assist with clinic inspections, supply orders, and monthly reports.

Education

High school diploma or equivalent

Tools

EMR Systems

Epic EHR

Job description

Location ST. LOUIS, MO 63108 Scheduled Hours 40

Position Summary This onsite position serves as the lead to clinical service representative activities at multiple physical therapy clinic locations. Leads will work processes and assist with responsibilities of the front desk and scheduling teams. This position coordinates office functions and performs specialized/technical duties with minimal supervision. Serves as a liaison between consumers (staff, patients, healthcare professionals, and general public) and advocates the patients’ needs.

Primary Duties & Responsibilities:

Work processes to ensure appointments are scheduled appropriately in accordance with departmental procedures to include scheduling transactions, scheduling patient interpreters as needed, registration review, referral review, scanning, treatment room preparation, and HIPAA acknowledgement notification and documentation using department-approved monitoring tools. Ensures patient’s insurance cards, photo IDs, diagnosis and health history questionnaires and documents are all completed at the time of check-in and all necessary signatures are obtained. Ensures all patient My Chart e-mails are sent prior to patient appointment for all visits. Ensures all patients have been provided a copy of their After Visit Summary via MyChart or printout. Works with clinicians and/or appropriate personnel to appropriately triage patient phone calls, in-person requests, InBasket messages, and provider e-mails as needed. Serves as a back-up to manager for modification of provider schedules, scheduling templates, and master schedules according to provider protocols and management direction. Assists with staff training, interoffice activities, schedules, programs, distribution of policy/procedure changes, and related administrative needs. Serves as primary trainer, in conjunction with manager, to new staff members and for new procedures. Monitors the performance of the front desk to ensure quality care, customer service and compliance with practice standards. Conducts regularly scheduled staff meetings and informs clinical practice team of updates related to front desk and scheduling. Supervises the performance provided by staff and actively coaches and counsels staff to exceed expectations. Oversees work schedules, approves time and absence records, and conducts performance evaluations. Monitors staffing assignment and coordinates coverage for clinical staff positions. Oversees student workers and job duties. Coordinates ordering and monitoring of supplies/inventory, equipment, mail and related operational services as needed. Assists management with clinic preparation for inspections. Responsible for processing of co-payments, supply fees, entering clinic deposits, and preparing monthly tax payments reports. Serves as backup for clinical staff planned and unplanned absences across multiple physical therapy clinic locations. Maintains required skills/competencies and participates in in-services, staff programs, continuing education and cross training programs according to established standards. Attends staff meetings, clinic meetings, and training sessions as they relate to the position. Complies with OSHA, State and Federal regulatory sources/standards. Prepares custom reports as directed by management. Participates in quality improvement activities to ensure appropriate clinical outcomes. Performs other duties as assigned to support the clinical practice.

Working Conditions:

Job Location/Working Conditions: Normal office environment Direct patient care setting Exposure to blood-borne pathogens Requires protective devices Physical Effort: Typically sitting at a desk or table Repetitive wrist, hand, or finger movement Occasional lifting (25-50 lbs.) 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 (4 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

• Preferred Qualifications: 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: Answering Telephones, Clinical Practice, Communication, Computer Literacy, Confidential Data Handling, Confidentiality, Customer Service, Data Entry, Decision Making, Electronic Medical Record (EMR) Systems, Epic EHR, HIPAA Compliance, ICD-10 Procedure Coding System, Interpersonal Interactions, Leadership Support, Managed Care Operations, Medical Terminology, Microsoft Office, Office Etiquette, Organizing, Patient Scheduling, Prioritization, Teamwork, Time Management, Working Independently Grade C08-H Salary Range $21.33 - $31.98 / 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.

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