Clinical Service Representative II - Program in Physical Therapy

About the role

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.

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.
• Absorb and maintain daily clinician appointment schedules and work the patient wait list, ensuring all available slots for upcoming dates are full.
• Prepare and respond to medical record requests using the EPIC ROI function.
• 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 registration and scheduling of new and returning patient appointments, cancelling, rescheduling, and obtaining/documenting necessary referrals, in Epic, for patient appointments.
• 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.
• 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

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.

Education

Required Qualifications: High school diploma or equivalent high school certification or combination of education and/or experience.

Work Experience

Medical Office Setting (2 Years)

Skills

Computer Efficiency, Confidentiality, Critical Thinking, Customer Service, Detail-Oriented, Effective Written Communication, 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