Client Services Representative

Responsibilities

• Provides high-quality client service to students and patients consistent with UHS standards.
• Greets patients and documents their arrival for appointments and urgent care services; provides directions to their designated waiting area.
• Responds to patients’ concerns and emotional state professionally and appropriately, especially when students presenting are ill.
• Maintains a professional demeanor despite the volume of presenting patients and multiple competing demands in a very busy practice setting.
• Listens carefully to students’ concerns, helping them determine the best appointment options for them, making appropriate decisions regarding which practitioner and time frame is best suited for that particular concern and correctly documenting and acting on this information.
• Exhibits superior communication skills and professionalism in order to provide a safe and confidential interaction with the students, recognizing that this is a high priority in this sensitive and specialized area.
• Responds timely to patients’ questions or concerns (issues regarding insurance, their bills, appointment rescheduling, referrals, etc.). If unable to answer a question, the CSR will direct the patient to someone who can, and stays on the line or with the patient until it is certain they have received a response to their inquiry.
• Uses service recovery techniques and principles when a customer is dissatisfied.
• Utilizes Medicat (UHS’ practice management system) for all workflow, including electronic health records (EHR) management, financial transactions, data reporting, and scheduling.
• Reviews the practitioner’s notes, outside specialist referrals, and completed laboratory and radiology results, and provides printed documentation when necessary.
• Schedules immunization appointments, based on a thorough knowledge of immunization sequencing.
• Scans medical documents as required by the paperless charting system (radiology and laboratory results, as well as outside consultations and test results).
• Performs data entry of medical information for all incoming and returning students.
• Becomes cross-trained with all the duties of the front desk.
• Assumes additional duties as assigned by the Office Manager.

Qualifications

• High school diploma or GED
• 2-3 years of experience in a customer service position
• Ability to work weekends and to accommodate changes in work schedules
• Knowledge of Medicat
• Knowledgeable in principles and methodologies (e.g., Plan-Do-Study-Act, Root Cause Analysis, measurement, data collection, and analysis) needed to support and lead Quality Improvement projects and activities and/or willing to attend UHS-based Quality Improvement basic training within the first 6 months of hire
• Respects the cultures and identities of others
• Demonstrates curiosity and open mindset regarding those of different identities and cultures
• Demonstrates a commitment to diversity, equity, and inclusion