Clinical Service Representative II (Hybrid-Scheduling) - Program in Physical Therapy

Position Summary
This position functions to assist and support the Therapy Practice, clinicians, and staff with patient flow and smooth running of a fast-paced office. This position performs all aspects of a scheduler and customer service representative, by telephone, to ensure accuracy of data entered into the scheduling system including scheduling transactions, registration, entering demographic, and insurance/referral information. Staff member will serve as liaison to consumers (staff, patients, healthcare professionals and general public) and advocates the patients’ needs.

Job Description

This position primary works remotely with the occasional need for on-site work. Initial training will take place on the Medical School Campus.

Primary Duties & Responsibilities

• Responsible for registration and scheduling of new and returning patient appointments, cancelling, rescheduling, and obtaining/documenting necessary referrals, in Epic, for patient appointments. Serves as a liaison between consumers and WUSM; assists consumers in a timely, efficient, and courteous manner regarding appointment information, systems, procedures, and resources. Explains the relationship between internal and external customers and routes calls to the appropriate responder. Provides information on resources as appropriate.   
• Responsible for managing internal and external referral orders. Internal referral orders are retrieved from the referral work-queue and attached to appointments when scheduling. External referral orders are received from either patients or by fax and transcribed into Epic.
• Processes, monitors, and acts upon Epic In-Basket communication by assessing consumers’ needs, taking messages, and directing calls/In-Basket communications as appropriate. Takes any and all necessary steps to facilitate customer satisfaction.  Processes assigned Epic work-queues and in-baskets in a timely manner.
• Offers assistance and back up support, as needed, to other clinical support staff. Serves as back up for other staff during peak times, vacations, and illnesses. Attends staff meetings, clinic meetings, and training sessions as they relate to the position.
• Other duties as assigned with occasional rotation between practice locations.

Preferred Qualifications

• Possesses excellent verbal, written, and interpersonal communication skills. 
• Excellent customer service skills required.  Ability to greet patients, visitors, faculty, staff, and students in a professional and courteous manner. 
• Ability to work independently and within a team, multi-task, and follow through on assignments in a timely manner. 
• Individual must be detail-oriented, accurate, and thorough. 
• Good organizational, critical thinking, and time management skills are necessary with the ability to prioritize a multifaceted workload and handle a variety of responsibilities in a flexible manner. 
• Knowledge and use of general office machines required as well as computer knowledge/skills to include Microsoft Office Suite, Internet, and E-mail. 
• EMR scheduling required with Master scheduling. 
• Working knowledge of Epic HER to include Epic Scheduling. 
• Experience in ICD-10 and CPT codes, Medicare and managed-care guidelines, and medical terminology preferred. 
• Ability to handle confidential matters discretely. 

Required Qualifications

High school diploma or equivalent high school certification required with two years of experience in a medical office setting or related customer service/office experience.

Grade
C06-H

Salary Range
$16.66 - $24.17 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Pre-Employment Screening
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement
Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of benefits.

EEO/AA Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.

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