Clinical Service Representative II (O'Fallon, MO) - Program in Physical Therapy

Position Summary
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. Duties include scheduling new and return patient appointments, answering and returning phone calls, verification of diagnosis application, verification of insurance benefits, greeting, arriving, verifying accuracy of information, assisting with MyChart, certification of fee ticket accuracy and completion of medical record documentation, copying and faxing medical records, coordinating communication using EPIC In-baskets and completing a variety of accounting activities using EMR billing/Scheduling system, Excel, Word and FIS. Assist prepping patient rooms as needed. Staff member will serve as liaison to consumers (staff, patients, health care professionals, and general public) and advocates the patients’ needs.

Job Description

Primary Duties & Responsibilities

• Greets, verifies, and updates patient registration information and arriving patients in EPIC in a timely manner. Ensures all patient arrival and check out processes are finalized at the end of each patient visit to include managing After-Visit-Summaries. Compiles, copies, and faxes/mails monthly correspondence relating to patient visits.
• Verifies patient insurance benefits with individual payors prior to first appointment and every 90 days thereafter.
• Reviews registration work queues on a daily basis to ensure current workflow processes are supported.
• Identifies and applies applicable diagnosis codes to patient medical record via electronic medical record system. Assists in developing front desk policies and clinical procedure manual. Attends applicable scheduling meetings and report results.
• Collects co-payments, supplies fees, reconcile EPIC drawer balance, and assist with entering clinic deposits. Checks insurance eligibility, obtains pre-certifications, follows up with physician’s offices regarding referrals.
• Sends out monthly correspondence, for specialized patients, regarding their treatment evaluations and scheduling those appointments into the electronic scheduling system as needed.
• Prepares and responds to medical record requests using the EPIC ROI function.
• Assists with maintaining daily clinician appointment schedules and calendars and working the patient wait list, ensuring all available slots for upcoming dates are full.
• Compiles, copies, and faxes/mails monthly correspondence relating to patient visits. Offers assistance and back up support during regular business as needed to other Clinical Staff. Performs other duties as assigned with occasional rotating Saturday and/or evening hours.
• 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 position.

Preferred Qualifications

• Excellent verbal, written, and interpersonal communication skills.
• Excellent customer service skills. Capable of greeting 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.
• Detail-oriented, accurate, and thorough.
• Good organizational, critical thinking, and time management skills 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, as well as computer knowledge/skills to include Microsoft Office Suite, internet, and e-mail.
• EMR scheduling experience 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.
• 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

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.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ .

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected]  or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

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

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/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.