UNIV - Patient Service Representative

**UNIV - Patient Service Representative**

**Job no:** 534721

**Entity:** MUSC University

**Department:** COLLEGE OF DENTAL MEDICINE - College of Dental Medicine

**Sub Department:** UNIV-2621000-Dental Teaching Clinic

**Work type:** Full-Time

**Employee Type:** UNIV - Temporary Non-Faculty

**Location:** Charleston, SC

**Categories:** Administrative & Non-Clinical Professionals

**Pay scale:** UNIV-Band 3: $23,191.00 - $33,052.00 - $42,913.00 (min - mid - max)

**FLSA:** Hourly

**Job Summary:** The College of Dental Medicine is looking for a candidate who, under general supervision, serves as the initial point of contact for individuals and referring physicians seeking access and referral information for medical care at the College of Dental Medicine. This position facilitates the referral process for all of CDM and schedules appointments for multiple clinics in a call center environment utilizing an automated scheduling system. This role triages patient calls according to established algorithms, answers questions, resolves issues and refers to the appropriate clinical team for clinical issues as needed. This position performs quality data collection of accurate information including demographic, insurance, employment, next of kin, emergency contacts and other miscellaneous information needs.

**Minimum Experience and Training Requirements:** A high school diploma. Related clerical experience may be substituted for a high school diploma. Some positions assigned to this class require: a valid commercial driver's license; or correctable vision of 20/40 in both eyes, with or without conventional lenses and physical qualifications in accordance with Federal Motor Carrier Safety Regulations, Section 391.41. Some positions require a minimum typing score of 35 corrected words per minute and typing test on file unless otherwise stated.

**Preferred Experience & Additional Skills:**

**Job Duties:**

* 35% - Answers phone calls and electronic messages,--from patients, physicians, clinic personnel and others and collects accurate caller information as needed, ensuring timely and accurate resolution. Triage callers needs to manage and route communication promptly and appropriately. Document outcomes as applicable in the electronic medical record. Facilitate the referral process to schedule appointments for the patient, eliminating barriers for the referring office and patient. Ensure patient is informed of relevant appointment information, including time, location, directions, and parking information. Print and mail correspondence related to scheduling as needed. - (Essential)

* 30% - Utilizes application systems (axiUm/Epic) to input accurate and appropriate information including demographic, insurance information, referrals, etc ... to initiate the revenue cycle process. Performs on-line scheduling of patient appointments via scheduling software applications. Attends to customer's needs while effectively entering necessary information in the scheduling/registration system to start the revenue cycle process. Reschedules and cancels appointments as requested by the department or clinic. - (Essential)

* 30% - Serves as first point of contact to set the tone for the overall patient experience. Communicates with customers in a professional, positive and engaged manner. Resolves caller issues and concerns or escalates as needed. Provides full attention to the customer and maintains good communication. - (Essential)

* 5% - Performs other job related duties as prescribed by the Supervisor or Business and Clinical Operations Manager. - (Essential)

**Physical Requirements:** Ability to perform job functions while standing. (Frequent) Ability to perform job functions while sitting. (Frequent) Ability to perform job functions while walking. (Frequent) Ability to work indoors. (Continuous) Ability to work outdoors in all weather and temperature extremes. (Infrequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Infrequent) Ability to squat and perform job functions. (Infrequent) Ability to perform 'pinching' operations. (Infrequent) Ability to fully use both hands/arms. (Continuous) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Continuous) Possess good finger dexterity. (Continuous) Ability to lift and carry 15# , unassisted. (Infrequent) Ability to lift objects from floor level to height of 36 inches, to 15#, unassisted. (Infrequent) Ability to lower objects, to 15 #, from height of 36 inches, unassisted. (Infrequent) Ability to push/pull objects to 15 #, unassisted. (Infrequent) Ability to maintain 20/20 vision, corrected. (Continuous) Ability to see and recognize objects close at hand. (Continuous) Ability to see and recognize objects at a distance. (Continuous) Ability to match or discriminate between colors. (Frequent) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to hear and/or understand whispered conversations at a distance of 3 feet. (Continuous) Must be ambidextrous. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Continuous) Ability to work in dusty areas (Infrequent)

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

**Opening date:** 04 Feb 2022 Eastern Standard Time

**Applications close:** 25 Feb 2022 11:55 PM Eastern Standard Time

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