Clinic Customer Service Specialist

Job Profile:

Administrative Support Assistant 2 Non-Exempt

Job Family:

Administrative Support

Time Type:

Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description:

RATE OF PAY: $21.59 to $22.74 per hour

Job Description:

This position maintains responsibility for engagement, scheduling and interfacing with all incoming patients to Health Services. This job requires knowledge of electronic health record systems and experience with a high-volume call center.  The position works closely with administrative and clinical staff in completion of registration of patients, appointment scheduling and management, referral completion and medical history entry. The position requires the use of analytical judgement and initiative to determine the best approach for urgent and non-urgent patient care needs.  The position requires a strong commitment to high quality customer services and team collaboration. Participation in Quality Assurance reporting is also an aspect of this position to determine sound approaches to engaging in high levels of patient care.

This position will require 40 hours per week.

Standard business hours are Monday through Friday, 8am to 5pm. 

Evenings and weekends may occasionally be required. 

Work location is primarily at the Tempe campus; however, incumbent may be required to travel to off-campus events and other ASU campuses to perform work.  Occasional participation in university activities that support student success will be required outside of standard work hours.

Essential Duties:

• Maintaining accuracy in scheduling patients for clinical services appointments

• Providing high levels of customer service to students/patients who contact the health center by phone through the call center

• Providing medical office support to clinical and non-clinical staff

• Assisting with entry of patient medical history into electronic medical records

• Assisting with completion of referral documentation

• Participation in Quality Assurance reporting to ensure high levels of customer service provision

• Providing high levels of customer service through an integrated call center

• Ensuring phone metrics set by supervisor are maintained

• Utilizing electronic medical records system

• Completing registration of patients in electronic medical records system

• Organizing and prioritizing workload based on acuity of patient need

• Maintaining confidentiality of medical records by following all applicable HIPAA regulations and university and department policies

• Utilizing excellent phone etiquette and customer service skills

• Educating patients regarding payment options and registration of accurate insurance/payment coverage into patient records

• Maintaining knowledge of the healthcare industry and all service options available to patients

• Being a detail-oriented team member who demonstrates enthusiasm and has a caring and professional commitment to the patient

Desired Qualification:

• Front office experience in a healthcare environment

• Experience in scheduling and management of appointments

• Experience in utilizing electronic medical records systems

• Knowledge of medical terminology

• Excellent written and verbal communication skills

• Exceptional customer service skills

• Experience in using a multiline phone system and/or call center

• Familiarity with HIPAA, FERPA and other privacy and security regulations

Working Environment:

• Communicate effectively both orally and in writing

• Use computers effectively including inputting, reviewing and retrieving information, extended periods of screen viewing and using mouse and keyboard, and other relevant technology

• Work in an office setting and use standard office equipment (e.g. scanners, printers, copiers, fax machines, telephones)

• Sit or stand for extended periods of time

• Lifting or moving up to 35lbs

Department Statement:

The mission of ASU Health Services is to provide high quality health care that is accessible, affordable and compassionate to ensure the well-being and educational success of students at Arizona State University. Through our internal and external academic partnerships, the ASU Health Services faculty and staff are an integral part of the New American University.

ASU Health Services values the student population. We respect and appreciate the unique history of each student. We are committed to meeting the needs of all people and providing a safe and welcoming atmosphere that is sensitive to all students.

Consistent with our commitment to ensuring a welcoming, respectful, and effective experience for all students, all ASU Health Service staff are committed to lifelong professional development and training to ensure cutting-edge practice and competence to further their deep commitment to the personal wellbeing and academic goals of all students.

ASU Health Services (Tempe, Downtown, Polytechnic, West, Tempe-SDFC, and Tempe-SDA) is fully accredited by the Accreditation Association for Ambulatory Health Care (AAAHC). This certification is at the highest level (three year certification) and recognizes our commitment to high quality medical care in the areas of quality improvement and quality of care provided, clinical records, laboratory and x-ray services and health education.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: Tempe

Funding:

No Federal Funding

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

Please use the link below to log in using single sign-on.

https://www.myworkday.com/asu/d/inst/1$9925/9925$27033.htmld

To be considered, your application must include all of the following attachments:

• Cover letter

• Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.