Clinic Customer Service Specialist

99932BR

Campus: Tempe

Clinic Customer Service Spec

Job Description

Under direction, performs a variety of customer service and routine administrative tasks to provide for efficient and courteous operations of the clinic to ensure that the goals and objectives of the clinic reception are accomplished in accordance with priorities, time limitations, funding limitations or other specifications.

Days and Schedule: This position is a Full-time position from Monday thru Friday 8AM to 5PM, evenings and weekends may be occasionally required.

Work location is primarily at the Tempe campus; however, incumbent maybe required to travel to off-campus events and other ASU campuses to perform work.

Job Family

Clerical & Admin Support

Department Name

ASUHS Front Office

Full-Time/Part-Time

Full-Time

VP Code

EDUC OUTRCH & STDT SVCS

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$21.63 per hour

Essential Duties

• Works closely with Front Desk Supervisor and Office Manager to maintain efficient workflow at all front desk locations; greets all patients, families and visitors, verifies appointment information, provide directions and responds to inquiries as appropriate.
• Checks patients in and out for their appointments, provides patients with necessary and regulatory paperwork (HIPAA and other consents); obtains needed patient signatures on clinic documents.
• Interviews patients to determine primary visit purpose, reviews patient registration information for updates and/or changes to primary and secondary insurance coverage to ensure accuracy of billing.
• Maintains and updates patient demographic information.
• Answers phone, returns phone calls in a timely manner, takes messages, provides information and assistance as appropriate; routes to appropriate party as needed.
• Manages clinic appointment schedule and schedules appointments.
• Prepares and creates labels s and includes proper patient data to provide for efficient patient flow.
• Communicates with all clinical faculty regarding changes in appointments, missing documentation and all other matters that affect the work flow.
• Maintains appropriate coverage at the front desk during clinic business hours.
• Performs visual inventory of stock items; re-orders standard items to provide for availability of supplies for optimum efficient clinic operations.
• Performs a variety of activities to provide for the ongoing maintenance of the clinic’s environment including, but not limited to: processes clinic mail and deliveries, clean and sanitize work area and lobby areas, restock of items needed in work area.
• Participates in departmental orientation, on the job training and quality assurance programs/initiatives.
• Participates in a variety of department and University educational programs to maintain current skill and competency levels.
• Identifies and discusses performance or training needs with Supervisor.
• Performs other job-related activities as requested/required.
• Must possess a valid Arizona Driver’s License upon employment and have an acceptable driving record, which is 5 or fewer points in the most recent 39month period from date of hire. A Department of Motor Vehicle check also will be conducted

Minimum Qualifications

Associate’s degree with two (2) years previous patient registration, scheduling, and customer service experience in a medical office; knowledge of medical terminology and proficiency in Microsoft Office Suite required as well as prior experience with insurance verification; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills, and abilities have been achieved.

Desired Qualifications

• Experience as a Medical Receptionist in a high-volume environment which includes previous patient registration, scheduling, insurance entry, and customer service experience in a medical office. (2years)
• Experience utilizing EMR (electronic medical records) system
• Evidence of completion of a medical office receptionist certificate program
• Working knowledge of medical terminology and HIPAA regulations/maintenance of privacy standards
• Experience working with licensed professional staff
• Experience working in a fast-paced office environment and ability to react effectively to emergency situations
• Demonstrated knowledge of the principles of exemplary customer service demonstrated through actively listening, acknowledging, and responding to every inquiry; taking ownership and resolving each concern or problem as appropriate; exhibiting professionalism and expertise in every interaction and engaging in professional development to meet expectations for service excellence
• Demonstrated knowledge of the varying requirements and standards of third party and governmental insurance programs
• Demonstrated knowledge of the methods and practices of medical chart management
• Demonstrated knowledge of the policies, procedures and standards of patient registration
• Experience in applying critical thinking skills to effectively resolve issues
• Experience in performing data entry activities accurately and efficiently
• Experience in working effectively in a team environment subject to changing priorities and frequent interruptions
• Experience in utilizing effective communication and problem solving skills to efficiently identify issues, concerns and interests and provide effective solutions
• Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Frequent use of phone or providing/obtaining information to/from clients and businesses.
• Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds.
• Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts.
• Ability to clearly communicate to perform essential functions.
• Ability to regularly change priorities to accomplish tasks with frequent interruptions.

Department Statement

The mission of the ASU Health Services is to provide high-quality health care that is accessible, affordable and compassionate in order to ensure the well-being and educational success of students at Arizona State University. Through our internal and external academic partners, the ASU Health Services faculty and staff are an integral part of the New American University. ASU Health Services is a member of the Mayo Clinic Care Network. ASU Health Services is fully accredited by the Accreditation Association for Ambulatory Health Care. ASU Health Services facilities are beautiful, modern, efficient, and utilize an electronic health record (Point & Click). ASU Health Services works with our other wellness departments to create a healthy campus model and our physicians and nurse practitioners play a key role working with student leaders.

We are a coordinated group, practicing medicine with staff board certified physicians (with specialties in family medicine, internal medicine, emergency medicine, sports medicine, rheumatology, and adolescent medicine) and board-certified nurse practitioners. To learn more about Health Services, please visit our website at http://students.asu.edu/health .

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to
enhance the total compensation of its staff. This package includes:

• Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services.

For more benefits information, please visit:

http://cfo.asu.edu/hr-benefitsenrollment

.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.