Patient Services Representative- Eye Clinic

General Statement of Responsibilities:

Teamwork is an essential skill to promote synergy within the organization. Must be able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit. Must have excellent communication skills and be able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well. Staff is expected to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.

This is a temporary position 1.5 years in length. The position is 40 hours a week Monday-Friday.

The intent is that on any given day staff will be engaged in some or most of these tasks, but that the task mix may vary from day to day depending on patient flow.

Front Desk Check-In:

• Welcomes, guides and directs visitors and other customers.
• Checks in patients in an accurate, efficient, and timely manner, and professional manner
• Captures or completes the registration process in an accurate, efficient, and timely manner
• Identifies and accurately collects co-pays or appropriate fees/payments
• Collection of documentation of informed consent to services, and rights and responsibilities of the patient and the organization. Privacy of health information, managing the release of protected health information as requested.
• Provide patients with appropriate forms, questionnaires, etc
• Directs patients to the appropriate care area
• Cleans and maintains a neat and orderly clinic lobby/patient areas and work areas
• Resolves non-clinical patient issues, provides backup and coverage as needed.
• Prioritizes between these functions on an ongoing basis to maximize efficiencies of clinic schedules and reduce patient waiting times.
• Communicate to patients: Information about the organization's services, such as: access to Urgent Care, Gopher Quick Clinic, Primary Care, Women's Health, Physical Therapy, Nutrition, Travel Clinic and other areas of clinical services.
• Arranges any accommodation or interpreter services needed for the patient visit.
• Answers telephone, responds appropriately to the caller and redirect calls as needed
• Takes and relays messages requiring follow-up to appropriate individuals
• Maintains knowledge of appointment scheduling practices, policies and procedures.
• Schedules appointments or procedures in clinic in an accurate and timely manner
• Front desk resource/liaison for patients, providers, staff
• Information about the organization's consumer feedback, complaint procedures, and assisting them to access these processes as needed.
• Maintain confidentiality of patient health data.

Complete mandated requirements such as HIPAA training, OSHA and MERTKA reviews Information Desk:

• Welcomes, guides and directs patients, visitors and other customers.
• Answer the main information desk line and process the callers request or transfer to appropriate service location.
• Respond to emergencies; this may require a call to the internal emergency number or communicating with Urgent Care RN.
• Maintain and secure patient pick-up file folders as well as verifying identity of persons picking up information.
• Assisting students with MN Law vaccine requirements; student class hold removals by telephone, fax or by mail-in.
• Collect and if appropriate sign for delivered items and notify recipients.
• Assist patients with referral processing.

Referrals:

• Internal referrals-Direct patients to the Appointment Desk or appointment telephone line.
• External referrals-Review patient's insurance and if covered by the SBP advise the patient of the 80/20 coverage benefit.
• Refer patients to Student Insurance for benefit questions related to one of the student plans and to patients' member services representative if covered by their own commercial insurance plan.
• Schedule all services that require assistance, or when the patient needs or requests assistance.
• Complete EMR documentation.
• Provide the patient with directions and clinic information.

Work Environment:

• Promote a safe, equitable, and respectful environment in which concerns can be addressed effectively.

Physical Demands:

Continuous sitting or standing with sit and stand workstation. Occasional walking. Occasional standing. Frequent repetitive grasping, twisting/turning to perform various front desk duties such as entering data into the computer system, grabbing patient labels, standing to talk to patients or walking to assist patients and/or staff. Frequent speaking, listening and hearing interaction with patients who may be sick, staff, and the general public.

Required Qualifications:

• Business college, office skills training, university level education, clerical experience involving contact with the public, or a combination of related medical clerical / receptionist experience and education to total four years.
• Experience in a related health clinic clerical position.
• Experience with an electronic medical record system.
• Experience in a multicultural medical or social services setting.
• Must be able to communicate verbally and in writing in clear understandable English.
• Demonstrated customer services/patient relations skills and experience.
• Demonstrated critical thinking skills and detail oriented.
• Demonstrate ability to function with multiple priorities and interruptions.
• Flexible with assignments and able to perform a wide variety of front desk functions
• Demonstrated commitment to promoting a culture that respects and advances diversity and inclusion.

Preferred Qualifications:

• Previous experience working with projects involving data collection and patient relations.
• Strong skills and experience in Insurance verification data collection and data capture in electronic medical record (EMR).
• Proven ability to learn job skills and provide patient services
• Proven ability to accurately schedule appointments
• Experience working with individuals from diverse racial, ethnic, and socioeconomic backgrounds.

About Boynton Health, Eye Clinic

Boynton.umn.edu

Boynton Health, a nationally recognized leader in college health, is transforming health and academic success for students. Our mission is to create a healthy community by working with students, faculty and staff to achieve physical, emotional and social well-being. Boynton provides comprehensive health care to students, faculty and staff. Boynton conducts significant outreach efforts including student-led health promotion in the areas of sexual health, nutrition and stress management. It conducts a comprehensive survey of college students to give postsecondary institutions a look at the health of their students. And it conducts community-based public health initiatives to support the health of everyone on campus.

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-UOHR (8647).

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.