Responds timely to patients’ questions or concerns (issues regarding insurance, their bills, appointment rescheduling, referrals, etc.) If unable to answer a question, the CSR will direct the patient to someone who can, and stays on the line or with the patient until it is certain they have received a response to their inquiry.
Uses service recovery techniques and principles when a customer is dissatisfied.
Administrative Support
Utilizes Medicat (UHS’ practice management system) for all workflow, including electronic health records (EHR) management, financial transactions, data reporting, and scheduling. Follows standard operating procedures regarding scheduling guidelines; reviews the practitioner’s notes, outside specialist referrals, and completed laboratory and radiology results, and provides printed documentation when necessary.
Schedules immunization appointments, based on a thorough knowledge of immunization sequencing.
Scans medical documents as required by the paperless charting system (radiology and laboratory results, as well as outside consultations and test results).
Performs data entry of medical information for all incoming and returning students.
Under the direction of the Lead Client Services Representative, releases highly sensitive and confidential private medical information to students, outside agencies, legal institutions, including subpoenas, in accordance with state and federal laws and UHS risk management policies.
Assists with arrangements for transportation for patients going to University Medical Center at Princeton or referred to a community physician.
Rotates through other UHS areas in a support role when needed.
Becomes cross-trained with all the duties of the front desk.
Assumes additional duties as assigned by the Office Manager.
Financial Support
Performs cashiering and billing functions for the sale of billable products.
Clinical Care
Responds to the emergency response call system, notifying medical personnel, and providing additional assistance as needed, such as calling 911, holding the elevator, and directing arriving emergency responders. When needed, initiates care at the front desk for students who are vomiting, fainting, or exhibiting open wounds, etc., while waiting for UHS medical providers.
Strategic Initiatives
Contributes to UHS process improvement plan and, when possible, represents Outpatient Services on job-appropriate committees.
Performs other duties as assigned.
Qualifications
Essential Qualifications
High school diploma or GED
2-3 years of experience in a customer service position.
Ability to work weekends and to accommodate changes in work schedules.
Knowledge of Medicat
Be knowledgeable in principles and methodologies (e.g., Plan-Do-Study-Act, Root Cause Analysis, measurement, data collection, and analysis) needed to support and lead Quality Improvement projects and activities and/or willing to attend UHS-based Quality Improvement basic training within the first 6 months of hire.
Respects the cultures and identities of others.
Demonstrates curiosity and open mindset regarding those of different identities and cultures.
Demonstrates a commitment to diversity, equity, and inclusion.
Preferred Qualifications
Cardiopulmonary Resuscitation (CPR) certification
Medical Assistant (CMA) or Medical Administrative Assistant (CMAA) certification.
1 – 2 years of experience in an ambulatory health care office
Familiarity with total work systems (such as the Institute for Healthcare Improvement, Accreditation Association for Ambulatory Health Care, and Baldrige National Quality Program); and reviewing and analyzing data.
Training in health equity and other diversity and inclusion topics.
Princeton University is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.
If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.
The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.
- Standard Weekly Hours
- 18.13
- Work Schedule, If Other Than Standard Hours
- 10-month position following Infirmary schedule
Benefits Eligible
Yes
- Probationary Period
- 90 days
- Essential Services Personnel (see policy for detail)
- Yes
- Physical Capacity Exam Required
- No
- Valid Driver’s License Required
- No
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- Salary Range
- $55,000 to $61,000
