University Staff

Description

University of Colorado | CU Anschutz Medical Campus

School of Medicine | Dean’s Office, Community Practice Division

Official Title: Program Assistant I

Working Title: Lead Patient Service Representative - Department of Psychiatry

Position #00804176 – Requisition #28088

* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *

The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:

Exemptions vary by campus location/department.

Campus/Unit-Specific Exemptions:

• Anschutz Campus – Accommodations may be granted for medical or religious reasons.
• Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.
• Consolidated/Central Services Administration – Accommodations may be granted for medical or religious reasons.

The University of Colorado Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.

The University of Colorado Anschutz Medical Campus is a public education, clinical and research facility serving 4,500 students, and a world-class medical destination at the forefront of life-changing science, medicine, and healthcare. CU Anschutz offers more than 42 highly rated degree programs through 6 schools and colleges, and receives over $500 million in research awards each year. We are the single largest health professions education provider in Colorado, awarding nearly 1,450 degrees annually. Powered by our award-winning faculty, renowned researchers and a reputation for academic excellence, the CU Anschutz Medical Campus drives innovation from the classroom to the laboratory to the delivery of unparalleled patient care. Read CU Anschutz Quick Facts here.

The School of Medicine Dean’s Office, Community Practice Division has an opening for a full-time University Staff (unclassified) Lead Patient Service Representative position.

Position Summary

Responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules and University of Colorado School of Medicine Confidentiality Policy. Ensures clear and timely communication including patient appointment status to clinical department(s). Assists in overall department work that may include overflow from other departments and/or locations.

Examples of Work Performed

• Assists with the development, implementation, and evaluation of departmental policies and procedures.
• Provides mentoring, monitoring, coaching, and evaluation of team members’ performance, especially in the areas of productivity and quality management.
• Assists with coordinating services, prioritizing assignments and workflow, and promoting situational decision-making/problem solving.
• Performs responsibilities of underlying job. Takes responsibility for, or provides guidance to team members on, the handling of complex or novel issues.
• Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.
• Acknowledges and welcomes patients and visitors; sets the tone for a positive experience.
• Checks patients in and out for appointments; schedules follow-up appointments at time of discharge.
• Verifies patient and insurance information, while accurately documenting necessary modifications into the Electronic Health Record (EPIC).
• Answers multiple phone lines in order to fulfill patient needs over the phone.
• Monitors provider schedules daily to ensure that all open appointment slots are filled same day and schedules are free of road blocks.
• Reviews the Daily Appointment Report three to five days in advance for patient appoints to ensure referral accuracy.
• Collects patient copays and balances drawer daily.
• Prepares patient charts as directed.
• Demonstrates responsibility and accountability for all reception, registration and front-end practices.
• Demonstrates excellence in customer service and satisfaction levels for internal and external customers; this includes regular review of patient survey information, responding to patient or provider concerns, and efficient resolution of RL events.
• Establishes and maintains effective working relationships with leadership, physicians, and colleagues, addresses concerns in a forthright manner.
• Focuses self and others on achieving quality and financial outcomes in a responsive timely manner.
• Provides vision and planning to meet goals; welcomes innovation and new approaches to reach new heights in quality and service.
• Performs core responsibilities of position efficiently and effectively within parameters of organization policies, procedures, and external governmental agencies.

Supervisory Responsibility

Staff:

• Direct supervisory responsibility for PSR staff and others as directed.

Functional:

• Assisting Practice Manager with the following:
  • Patient registration accuracy to ensure a positive reimbursement impact
  • Budget Management as directed
  • Staff Performance Reviews and Corrective Actions
  • Purchasing of office supplies
  • Staffing: Hiring, Termination

Personal Relationships

• Must be able to establish and maintain effective working relationships with providers, managers and colleagues.
• Must be able to maintain a high level of adaptability and excel with interpersonal skills.

Physical Requirements & Working Conditions

The physical demands, work environment factors and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequency:

• N= Not at all
• R= Rarely: Less than once an hour
• O= Occasional: 1-4 times/hour or up to 1/3 of the shift
• F= Frequent: 5-12 times/hour or up to 2/3 of the shift
• C= Constant: More than 2/3 of the shift

Note: This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Minimum Qualifications

• Four (4) or more years of patient/client-facing experience, including:
  • At least one (1) year of relevant leadership/supervisory experience.

Substitution: Appropriate education will substitute for the required experience on a year-for-year basis.

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications

• College graduate.
• Medical office experience.
• EPIC experience.
• MS Office experience.
• Bilingual, Spanish-speaking.

Conditions of Employment

• Current Basic Life Support (BLS) for Healthcare Providers issued by American Heart Association or American Red Cross healthcare provider level CPR certification or certification within 90 days of hire.
• Complies with applicable University of Colorado School of Medicine, Community Practice mandatory education and training.
• Maintains all required licensure and certifications for position.
• Must be able to work in-person.
• Must be able to travel to alternate locations as assigned.

Knowledge, Skills, & Abilities

• Ability to maintain a positive attitude with clients, employees, and management.
• Ability to work quickly – individually and as part of a team.
• Ability to read, analyze, and interpret policies, documents, and regulations.
• Must be detail-orientated and maintain excellent organizational skills.
• Must be tech savvy (ability to understand, apply, and benefit from technology).
• Ability to effectively communicate at all levels, to include physicians, leadership, and staff.
• Ability to work within large, complex healthcare systems.
• Ability to attest to computer proficiency and learn new computer applications.
• Ability to keyboard/type, write legibly, and accurately record information.
• Ability to analyze and interpret data.
• Ability to organize workflow with particular focus on tracking patient care and improving patient flow.
• Ability to deal calmly and courteously with people
• Effectively copes with fast-paced environment and typical job stressors.
• Ability to follow oral and written instructions and established procedures.
• Ability to multitask efficiently and effectively while maintaining quality control standards.
• Ability to maintain accuracy, consistency, and confidentiality.
• Ability to perform basic filing, office procedures and word processing.
• Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.

Salary and Benefits

The starting hiring rate (or budgeted rate) for this position begins at $50,086.08 per year.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

This position is eligible for overtime compensation.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits:

Total Compensation Calculator:

Diversity and Equity

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@ucdenver.edu.

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community, and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Special Instructions to Applicants : Required Application Materials: To apply, please visit: Application Materials Required : Cover Letter, Resume/CV, List of References Application Materials Instructions : Application Deadline: Applications are accepted electronically ONLY at www.cu.edu/cu-careers. Review of applications will begin immediately and will continue until the position is filled. PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.

Job Category : Professional Support Services

Primary Location : Aurora

Department : U0001 - DENVER & ANSCHUTZ MED CAMPUS - 22003 - SOM-DEAN DO CPD - PSYCHIATRY

Schedule : Full-time

Posting Date : Nov 7, 2022

Unposting Date : Ongoing

Posting Contact Name : Joel Green

Posting Contact Email : joel.green@cuanschutz.edu

Position Number : 00804176