Clinical Service Representative III - Surgery

Location: Saint Louis, MO 63110 | Scheduled Hours: 40

About the role

Onsite position serves as the lead for clinical service representative activities at one or more locations. Provides clinical office support which may include greeting patients, registering patients, scheduling appointments, verifying insurance benefits and referrals, and collecting co-payments. Leads work processes and assists in aspects of the front desk/scheduling team. Coordinates office functions and performs specialized/technical duties with minimal supervision. Serves as a liaison between consumers (staff, patients, healthcare professionals, and the general public) and advocates for patients’ needs.

Responsibilities

• Leads work processes to ensure appointments are scheduled appropriately in accordance with departmental procedures, including scheduling transactions, patient interpreters, registration review, referral review, scanning, treatment room preparation, and HIPAA acknowledgement notification and documentation using department-approved monitoring tools.
• Ensures all patient MyChart emails are sent prior to appointments.
• Ensures patient’s insurance cards, photo IDs, diagnosis and health history questionnaires, and documents are completed at check-in, all necessary signatures are obtained, and patients receive a copy of their After Visit Summary via MyChart or printout.
• Processes co-payments, supply fees, enters clinic deposits, prepares monthly reports, and maintains historical scanning of EMRs in archives.
• Backs up manager for modification of providers’ schedules, scheduling templates, maintains document scanning and indexing, and master schedules according to provider protocols and management direction.
• Assists in coordination of training, interoffice activities, auditing work performance, schedules, programs, distribution of policy/procedure changes, and related administrative needs.
• Coordinates ordering and monitoring of supplies/inventory, equipment, mail, and related operational services as needed.
• Serves as backup for staff planned and unplanned absences across locations.
• Participates in the establishment and attainment of department goals and objectives.
• May manage and participate in QA activities.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent certification, or a combination of education and/or experience.
• Basic Life Support certification (American Heart Association or American Red Cross; online certifications without a skills assessment component are not sufficient).
• 4 years of experience in a medical office setting and/or related customer service.

Preferred Qualifications

• Bachelor’s degree.

Skills

• Answering telephones
• Clinical practice
• Computer literacy
• Confidential data handling
• Confidentiality
• Customer service
• Data entry
• Electronic Medical Record (EMR) systems
• Epic EHR
• HIPAA compliance
• Leadership support
• Managed care operations
• Medical terminology
• Microsoft Office
• Office etiquette
• Organizing
• Patient scheduling
• Prioritization
• Time management

Working Conditions

• Normal office environment.
• Alternative work schedules (remote work schedule).
• Typically sitting at a desk or table, standing, or walking.
• Use of standard office equipment.

Pay

Salary Range: $21.33 - $31.98 / Hourly

Benefits

• Personal: Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Health: Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Transportation: Free Metro transit U-Pass for eligible employees.
• Retirement: Defined contribution (403(b)) Retirement Savings Plan, combining employee contributions and university contributions starting at 7%.
• Wellness: Wellness challenges, annual health screenings, mental health resources, mindfulness programs, employee assistance program (EAP), financial resources, access to dietitians, and more.
• Family:
  • 4 weeks of caregiver leave to bond with a new child.
  • Family care resources for childcare and adult care needs.
  • Tuition coverage for employees and dependents: 100% at WashU and 40% elsewhere after seven years of employment.