Patient Services Representative 3 (Clinic) (MED OFC SVC CRD 3) Job Listing at University of California in Davis, CA (Job ID 70148)

Description

Job Summary

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position performs a variety of duties, providing front office support for the department/clinical team for which it is assigned.

Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs.

Apply By Date- 6/23/2024

Qualifications

Minimum Qualifications

• High School / GED equivalent or related work experience
• Experience with practices and protocols related to medical office and/or health care scheduling or insurance procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Knowledge and experience of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Ability to accomplish a variety of concurrent assignments in an effective and efficient manner, demonstrating ability to organize, prioritize and complete assignments in a designated time frame. Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines.
• Problem solving skills to independently define a problem identify the resources available to help solve the problem, create viable solutions and take the necessary action to implement problem resolution and ensure prompt and satisfactory resolution.
• Decision making skills to independently exercise delegated authority to take action and to appropriately seek assistance from others when limits of delegated authority have been reached.
• Interpersonal skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public with patience, courtesy and professionalism, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset.
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management, (i.e. scheduling, template maintenance, maintenance of demographic and insurance information).Typing skills sufficient to use computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise and easy to understand.
• Bookkeeping skills sufficient to maintain accurate records of patient financial transaction, prepare related financial reports, balance cash box, and prepare deposits.
• Organizing skills to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions.
• Filing skills to maintain logs and files of information in alphabetical, chronological and/or numerical order, such that it is current and easily retrievable. Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• In depth knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and worker's compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-10, CPT and HCPCS coding guidelines sufficient to accurately identify services performed, including diagnoses, procedures, and supplies. 
• Knowledge and experience of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)

Preferred Qualifications

• Three (3) years of customer service experience and/or call center experience 
• Recent experience with EMR, such as EPIC, including In Basket and Work Queues. 
• Training or equivalent recent experience in billing, authorizations, referrals, medical terminology, and comprehensive insurance plans and products. 
• Recent experience in outpatient medical office. 
• Experience working in a front office for a clinic, physician or health insurance company processing referrals or authorizations for patient services. Examples could include scheduling, ordering patient records to support diagnosis or medical necessity. 
• Previous experience in the specialty of the hiring outpatient clinic. 
• Demonstrated knowledge of Health System and UCD policies and procedures, or ability to learn.
• Comprehension of University requisition systems, including those needed for ordering supplies and medical records.

Key Responsibilities

• 50% - Coordination of Medical Office Services 
• 50% - Additional Job Functions 
  
  

POSITION INFORMATION

• Salary or Pay Range: $28.06-$34.89
• Salary Frequency: Hourly
• Salary Grade: 266
• UC Job Title: MED OFC SVC CRD 3
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift Hours: 08
• Location: Patient Contact Center (HSP166)
• Union Representation: EX
• Benefits Eligible: Yes
• Hybrid/Remote/Onsite:  On-Site
• CT Job Level: No Level
• CT Job Family: Ambulatory Care Clinics or Ctr

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

• High quality and low-cost medical plans to choose from to fit your family's needs 
• UC pays for Dental and Vision insurance premiums for you and your family 
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave 
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement 
• Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement 
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement 
• Access to free professional development courses and learning opportunities for personal and professional growth 
• WorkLife and Wellness programs and resources 
• On-site Employee Assistance Program including access to free mental health services 
• Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage 
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles 
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here 
• UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff 

Physical Demands

• Standing - Occasional Up to 3 Hours 
• Walking - Occasional Up to 3 Hours 
• Sitting - Continuous 6 to 8+ Hours 
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours 
• Lifting/Carrying 26-50 lbs - 
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours 
• Pushing/Pulling 26-50 lbs - Occasional Up to 3 Hours 
• Bending/Stooping - Occasional Up to 3 Hours 
• Squatting/Kneeling - Occasional Up to 3 Hours 
• Twisting - Frequent 3 to 6 Hours  
• Keyboard use/repetitive motion - Continuous 6 to 8+ Hours 

Environmental Demands

• Loud noise levels - Occasional Up to 3 Hours 

Mental Demands

• Sustained attention and concentration - Continuous 6 to 8+ Hours 
• Ability to organize & prioritize - Continuous 6 to 8+ Hours 
• Communication skills - Continuous 6 to 8+ Hours 
• Constant Interaction - Continuous 6 to 8+ Hours 
• Customer/Patient Contact - Continuous 6 to 8+ Hours 
• Multiple Concurrent Tasks - Continuous 6 to 8+ Hours 

Work Environment

Must be willing to work variable days (including weekends), hours and locations as required to meet business needs of the practice. For positions with medical records responsibilities, duties require ability to retrieve and file bulky medical record charts (up to 3" thick) stored in filing cabinets and on shelves that may be above shoulder level and below waist level, and to efficiently transport multiple charts weighing 5 to 25 pounds throughout the medical office.

Special Requirements

• This is a critical position, as defined by UC policy and local procedures, and as such, employment is contingent upon successful completion of background check(s), including but not limited to criminal record history background check(s) 
• The duties or functions of this position include the handling of cash (or cash equivalents) 
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. 

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20 

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination 

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere