Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Neurology. The position is located at the Center 40 Clinic.
This position serves as the lead to Patient Billing Services Representatives. Plans, organizes, gives direction and assists in aspects of the front desk/scheduling team. This position coordinates office functions and performs specialized/technical duties with minimal supervision. This position will serve as a liaison between consumers (staff, patients, healthcare professionals and general public) and advocates the patients’ needs.
Demonstrates a high commitment to excellence in service and quality through interactions with team members, Neurology faculty, staff, referring physicians, patients and their families while focusing on service culture and continuously striving to align with the Department of Neurology’s mission and vision.
Monitors the performance of the Front Desk and general scheduling staff areas to assure quality care and compliance with practice standards.
PRIMARY DUTIES AND RESPONSIBILITIES:
Patient Care Duties
Monitors and observes to ensure appointments are scheduled appropriately in accordance with departmental procedures to include scheduling transactions, registration review, pre-arrival processes, and HIPAA acknowledgement notification and documentation using department approved monitoring tools.
Works with physicians and/or appropriate personnel to appropriately triage patient phone calls, tasks, and e-mails as needed.
Communication and Documentation
May route phone messages, patient questions, and telephone communications to appropriate personnel. Completes necessary paperwork and documentation in a timely manner.
Assists in management of providers’ schedules, scheduling templates, and master schedules according to physician protocols and management direction.�
Assists Clinic Supervisor in monitoring of physician schedules as they relate to vacations, schedules, and related coverage.
Assists in coordination of scheduler training, interoffice activities, schedules, programs and related administrative needs as they effect the Front Desk/Scheduling operations. Serves as primary trainer for new scheduling and Front Desk procedures and to new staff members in conjunction with manager.
Coordinates and monitors supplies affecting Front Desk processes, mail and related operational services as needed.
Maintains required HIPAA compliance, skills/competencies and participates in in-services, staff programs, continuing education, and cross-training programs according to established standards and Washington University and Department of Neurology policies.
Complies with OSHA, state and federal regulatory sources/standards, and standards of accreditation.
Participates in quality improvement activities to ensure appropriate clinical outcomes and offers recommendations for improved, more efficient care and service.
Prepares custom reports as directed by management.
Miscellaneous duties as assigned.
High school diploma or equivalent high school certification with 4 to 5 years of experience in a medical office environment, or related field; knowledge of medical terminology; extensive telephone experience with demonstrated exceptional phone etiquette; experienced in a managed care setting; has experience using the Epic System; is familiar with WUSM services and programs; extensive knowledge with data entry/computer experience with an automated scheduling system.
Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirements).
Able to work with a multidisciplinary staff of physicians, nurses, patients and support staff.
Working knowledge of general office equipment and computers.
Communication skills that require discretion with confidential information.
Able to work independently, prioritize multiple tasks, handle busy phones and is capable of working in a fast paced environment.
Excellent communication, organization and interpersonal skills.
Able to handle stressful situations and have excellent decision making skills.
The hiring range for this position is $18.81 - $23.52 per hour.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, 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.
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Applicant Special Instructions:
Location/Work Conditions: Fast paced office space with heavy volume of phone calls. High stress caused by work deadlines, periodic crisis management and patient/family/physician phone interaction. Standing, walking and desk work required.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.