Client/Patient Service Representative - Student Life 14928
The department of Student Life at West Virginia University is accepting applications for a Client/Patient Service Representative. The primary role is to serve as the first point of contact for students seeking mental health services and to provide administrative and technical support to the Carruth Center staff who provides psychological, psychiatric, cognitive testing, and substance use disorders treatment services to WVU students.
In order to be successful in this position, the ideal candidate will:
80% Patient/Student Services - Point of Service
Greet, check-in/check-out patients in a friendly manner using electronic health record system and answer calls from students requesting mental health services.
Facilitate registration process to ensure accurate and complete data elements necessary for proper registration and billing and schedule the appropriate appointment type in our electronic record system.
Explain the policies and procedures of the mental health services provided by the Carruth Center.
Approve the client demographic information through our electronic web-based system.
Obtain the patient signature for consent of treatment, privacy act forms, and other documents required for clinical mental health treatment.
Collect financial payments for services.
Manage the flow of the patient/client from point of service to end of service.
Use computerized system to match with the mental health care provider availability with patient's preferences in terms of date and time.
Assign patient/client to the appropriate appointment code.
Notify patients of any schedule change per department policy.
Reconcile the End of Day (EOD) status as client/patient appointment times pass with No Show or Left Without Treatment, etc.
Manage twenty-nine staff schedules and 19 trainees using Titanium Scheduler (electronic recordkeeping system).
Communicate as needed with the clinicians and other staff members about any client/patient concerns or issues related to scheduling.
Review the number of appointments for updating client information every fourth session. (CCAPS)
Scan/index the required documents into client file.
Answer a multi-line telephone, take messages, and route calls to appropriate extensions. Triage phone calls as necessary.
Monitor the vanity email account and voicemail.
In the event of an emergency, implement the front desk emergency procedures.
Review psychiatrists' schedules and assist with scheduling and tracking of telehealth visits.
Support case management efforts by reviewing client records, emails, student conduct/CARE team reports and creating related notes for clinician signature.
20% Administrative Support
Create documents and correspondence in Microsoft Word, Power point, Excel, Access and Publisher as requested.
Proofread documents created by staff for typographical errors.
Create statistical reports of client data to review appointments, client information, and attendance records.
Schedule meetings utilizing scheduling software and in the case of telehealth, Zoom.
Reserve conference rooms using 25 Live and/or Office 365.
Provide administrative support for the services provided within Carruth.
Order supplies through Market Place.
Other duties as assigned by the Carruth staff.
Pay Grade: 12
Bachelor's degree or a combination of education and experience.
Business related field and/or work experience equivalent to the knowledge, skills and abilities.
Two (2) years of experience related to office management.
One (1) year of experience in customer service.
One (1) year of experience being proficient with Microsoft Office suite (Word, Excel, PowerPoint, and Access).
Experience working with a diverse student or adult population preferred.
Experience using scheduling software.
Proficiency with technical support with hardware, software, and audio connectivity.
Basic knowledge of share drives and network environment.
Basic knowledge of daily computer, printer issues.
Experience scheduling meetings via zoom or teams or related programs.
Experience using Office 365 - Outlook to schedule meetings.
Proficiency in software programs utilized by Carruth (Microsoft Office Suite), emphasis on Excel and Word.
Ability to interface well with clients/patients (internal & external) and ability to work within a team framework in a fast-paced environment.
Excellent interpersonal skills with students of a diverse population.
Advanced Computer Technical Skills (networking, troubleshoot hardware and software issues, and wireless networks) or be willing to learn the problems that arise with daily operations.
Ability to work collaboratively within an academic community, manage and meet deadlines, work independently on several projects at once, and work under pressure with frequent interruptions.
Ability to key data with speed and accuracy, trace and correct data entry errors, operate standard office equipment, read and write in English with strong emphasis on grammar, spelling and punctuation, handle and maintain confidential information, and work under multiple deadlines.
Basic knowledge of creating surveys in Qualtrics or Google Forms (or related programs).
Basic knowledge of 25 Live for scheduling conference rooms (or related program).
Willingness to learn new technology skills.
Willingness and ability to maintain confidentiality and a high level of honesty and integrity and follow HIPAA standards, FERPA and maintain confidentiality in a mental health office environment.
Ability to multi-task throughout the workday.
Letter of interest.
Three names of references with contact information.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.wvu.edu/
West Virginia University is proud to be an Equal Opportunity employer, and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: Jun 30, 2020
Posting Classification: Classified
Exemption Status: Non-Exempt
Benefits Eligible: Yes
Internal Number: 205543
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.