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

Washington University in St. Louis; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Washington University in St. Louis is seeking an onsite Lead Clinical Service Representative for multiple physical therapy clinic locations.

You will oversee front desk and scheduling teams, coordinate office functions and train staff to ensure patient-centered service. The role requires HIPAA/compliance awareness, strong communication with staff, patients and healthcare providers, and the ability to manage schedules and deliver smooth clinic operations.

Qualifications

• High school diploma or equivalent required.
• Basic Life Support certification (AHA or Red Cross) required.
• 4 years of medical office setting or related customer service experience preferred.

Responsibilities

• Schedule appointments and manage registration review and referral review according to departmental procedures.
• Verify insurance cards, IDs, health history questionnaires and signatures at check-in.
• Ensure MyChart communications and After Visit Summaries are sent to patients.
• Triage patient calls and requests; support scheduling templates and provider schedules as needed.
• Train new staff and monitor front desk performance for quality care and compliance with standards.

Skills

Not Applicable

Education

High school diploma

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.

Job Description

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 th