Lead Patient Services Representative - Community Practice, Primary Care

Job Summary:

Calling all Customer Service Professionals! Our busy Clinics are recruiting for Lead Patient Service Representatives! We need your expertise and skills to help our clinic run smoothly and provide our patients with top-notch quality care.

The Lead Patient Services Representative is responsible for providing efficient, effective, quality customer service through various duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. The role complies with established company policies and procedures, HIPAA Privacy Rules, and the University of Colorado School of Medicine Confidentiality Policy. Ensures precise and timely communication, including patient appointment status to clinical department(s). Assists in overall department work, including overflow from other departments and/or locations.

Key Responsibilities:

• Acts as a lead and subject matter expert for other Front Desk Staff, Certified Medical Assistants, Physicians, etc., in job-related functions.
• Assists with developing, implementing, and evaluating departmental policies and procedures.
• Mentors, monitors, coaches, and evaluates 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 the underlying job. Takes responsibility for handling complex or novel issues or provides guidance to team members on handling them.
• Within scope of job, requires critical thinking skills, decisive judgment, 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.

Work Location:

Onsite - this role is expected to work onsite in Denver, CO.

Why Join Us:

Community Practice Medicine, housed within the School of Medicine at the University of Colorado, seeks trained medical professionals to join our growing team. With clinics spanning from Longmont to Castle Rock, we offer various opportunities. Specialty areas include Orthopedics, Vascular Surgery, OBGYN, Internal Medicine, Urology, Psychiatry, and many more!

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 over 42 highly rated degree programs through 6 schools and colleges and receives over $500 million in research awards yearly. We are Colorado's largest health professions education provider, 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 deliver unparalleled patient care.

The University of Colorado offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, tuition benefits, an ECO pass, paid time off for vacation, sick days, holidays, and more. To see what benefits are available, please visit: https://www.cu.edu/employee-services/benefits-wellness.

Diversity and Equity:

The University of Colorado 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.

Qualifications:

Minimum Qualifications:

• A High School Diploma or GED.
• 3+ years of patient/client-facing experience.

Substitution: A combination of related education and experience may be considered.

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications:

• Associate's degree.
• Medical office/customer service experience.
• Bilingual, Spanish-speaking.
• Computer skills: EPIC, Kronos.
• MS Office: Outlook, Power Point, Word.

Conditions of Employment:

• Current Basic Life Support (BLS) for Healthcare Providers issued by the American Heart Association or American Red Cross healthcare provider-level CPR certification or 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 the position.
• Must be able to work in person.
• Must be able to travel to alternate locations as assigned.

Knowledge, Skills, and Abilities:

• Ability to identify problems and recommend solutions.
• Ability to effectively communicate at all levels, including physicians, leadership, and staff.
• Ability to work within large, complex healthcare systems.
• Ability to maintain confidentiality and communicate in person, by phone, or in writing.
• 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.
• Strong organizational and time-management skills.
• Ability to deal calmly and courteously with people in stressful, fast-paced environments.
• Ability to follow oral and written instructions and established procedures.
• Ability to multitask efficiently and effectively.
• 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.

How to Apply:

For full consideration, please submit the following document(s):

1. A letter of interest describing relevant job experiences as they relate to listed job qualifications and interest in the position

2. Curriculum vitae / Resume

3. Three to five professional references, including name, address, phone number (mobile number if appropriate), and email address

Questions should be directed to: Jen Weber at jen.weber@cuanschutz.edu

Screening of Applications Begins:

Immediately and continues until the position is filled.

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established as $50,820 to $58,440.

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.

Total Compensation Calculator: http://www.cu.edu/node/153125

ADA Statement:

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@cuanschutz.edu.

Background Check Statement:

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

Vaccination Statement:

CU Anschutz strongly encourages vaccination against the COVID-19 virus and other vaccine preventable diseases. If you work, visit, or volunteer in healthcare facilities or clinics operated by our affiliated hospital or clinical partners or by CU Anschutz, you will be required to comply with the vaccination and medical surveillance policies of the facilities or clinics where you work, visit, or volunteer, respectively. In addition, if you work in certain research areas or perform certain safety sensitive job duties, you must enroll in the occupational health medical surveillance program.