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Patient Service Representative (EA1)

University of San Diego
San Diego

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Administrative Jobs
Institutional & Business Affairs, Health & Medical Services
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Patient Service Representative (EA1)
University of San Diego

Posting #: 3910
Position Status: Full-time regular
Location: San Diego
Position Type: Staff, Student Affairs

Department Description:
The mission of the Student Health Center is to provide primary healthcare and to promote the health and wellbeing of students of the University of San Diego to facilitate maximum academic and personal growth.

University Description:
The University of San Diego, a contemporary and engaged Roman Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity's urgent challenges.

Detailed Description:
The university seeks an individual with a strong interest in working at a mission driven, faith based institution. The role of a Customer Service Representative (CSR) in working with students and the responsibilities of the position are significantly tethered in the university's
contemporary Roman Catholic mission.

Confidentially evaluates customer requests for medical care based upon the urgency/severity of
the illness/injury and determines who they should be scheduled with; a medical provider, triage
nurse or medical assistant based on knowledge and understanding of detailed medical scheduling guidelines and medical terminology while strictly adhering to federal and state confidentiality laws. Executes the checkout process at the conclusion of the medical visit which include, ascertaining what patient handouts/information is to be disseminated to individual patients at the time of check out, fee collection, electronic data entry of payment and rescheduling appointments, or referrals to outside providers. Contacts outside providers when appropriate. Fields customer phone calls and resolve the concern or facilitate resolving the concern.

Provides administrative support to Office Manager, Director, Supervising Physician, Staff
Physician, Physician Assistant, Registered Nurses and Medical Assistants. For the purposes of
this position, "customers" refer to all patients as well as non-patients such as parents,
professors, coaches, vendors, visitors, external medical providers, and other campus entities.
Periodically, this position may be asked to contribute to either ad hoc or ongoing
division/campus projects outside the scope of their day-to-day activities.

Duties and Responsibilities:
Customer Service
  • Appraises customer inquiries, in person, by phone or by electronic secure messaging and promptly provides information and/or services.
  • Independently evaluates customer requests for services based upon the stated chief complaint, determines the type of appointment appropriate for the situation. These include routine, urgent, same day or physical exam.
  • Weighs and interprets patient's description of problem/illness and determines appropriate provider and schedules appointments based on knowledge and understanding of detailed medical scheduling guidelines and medical terminology.
  • Ascertains what specific electronically generated medical/medication instructions, ordered by medical providers from the exam rooms, are accurately provided to the intended recipient and strictly adhering to HIPAA confidentiality laws.
  • Executes patient check out procedures at the conclusion of the medical visit:
  • Collects fees and accurately records payments in a patient's electronic financial record.
  • Schedules appropriate follow-up and provides off-campus referral information.
  • Verifies accurate account balances through daily reconciliation of credit card receipts, Campus Cash and Payments by Check for services and procedures; produces accurate financial reports that are reflected in monthly Oracle accounting reports; delivers deposits to University Cashier.
  • Adheres to HIPAA and FERPA confidentiality laws when responding to requests for information from patients, parents, professors and/or private medical providers.
  • Problem solves what is needed to exchange medical information. Implements the processes of sending or requesting medical information with students home provider, specialist, insurance company, etc.
  • Ascertains if legal consents are valid, particularly in cases of minor students who cannot receive medical care without parents legal consent; notifies medical assistant of urgent need to contact parent for verbal consent. Secures legally required consents if not current. Responsible for navigating within the patient's electronic health record to determine with whom and what specific information is allowed to be shared. Instructs patients on how to navigate Open Communicator secure messaging to electronically sign consent forms, and to assess to whom and what specific information is allowed to be released.
  • Using established guidelines, the CSR will either generate a routine electronic telephone message from a patient to a provider, or immediately notify the provider of a potentially serious issue, or immediately contact Public Safety if the situation is considered life threatening.
  • Assesses the status of patient waiting areas throughout the day to ensure they are a healthy/, and, safe environment; renders immediate sanitizing measures when necessary such as cleaning pens and writing surfaces in reception and check out areas.

  • Responds to former and current patient requests for medical and financial records by either printing or providing the information, or clarifying the process of navigating the MyWellness Portal enabling the patient to send/receive messages, download medical information such as lab reports, immunization records, etc. from the Secure Messaging portal.
  • Produces and publishes monthly schedule template for the registered nurses and medical providers (physicians, nurse practitioners and physician assistant) using the electronic appointment scheduling system. Revises providers' schedule template when requested.
  • Generates and sends direct ledger billing monthly to Student Health Insurance Plan (SHIP).
    - Receives, posts and reconciles SHIP direct ledger payments.
    - Sends patient statements to patients via Secure Message.
    - Sends unpaid patient accounts to Student Accounts for further payment and collection.
    - Collects, records, and reconciles payments and overpayments in accordance with SHC's Policy and Procedure for Collecting, Recording, Reconciling Fees at the SHC and Depositing to the Cashier.
  • Submits referrals to SHIP in accordance with SHC's Policy and Procedure for Referral Follow Up.
  • Provides administrative assistance to office manager, clinic director, supervising physician, staff physicians, nurse practitioners, physician assistant, registered nurses and medical assistants on a wide range of assignments. Examples include:
    - Assisting with admin research, surveys and outreaches
    - Scanning medical information into electronic health records
    - Entering dates into Immunization records
    - Placing and removing registration holds for (student) in Banner.
    - The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

    Supervision Received
  • Receive general supervision by the Office Manager and general guidance and direction from the Supervising Physician, Director or Registered Nurses as needed on special projects.

    Job Requirements:
    Minimum Qualifications:
  • Two years of technical or community college or equivalent
  • Minimum of three years customer service experience, preferably in a medical setting, or any equivalent combination of education and experience

    Preferred Qualifications:
  • Cashiering/accounting and electronic medical records experience desirable.
    Performance Expectations - Knowledge, Skills and Abilities:
  • Ability to effectively trouble-shoot, exercising independent judgment to determine proper immediate response to resolve patients (i.e. parents, students, faculty/staff, andvisitors) concerns and to recognize when the situation needs to be handled by supervisor or medical provider.
  • Possess flexibility and versatility in order to contribute to evolving patient care situations.
  • Possess excellent interpersonal skills with a diverse population, including the ability to develop and use empathetic listening skills, communicate with clarity and maintain an attitude that conveys respect, assistance, honesty, resourcefulness and compassion.
  • Ability to establish and maintain effective and productive working relationships with coworkers within a diverse, fast-paced and ever-changing environment.
  • Possess or be able to develop strong, accurate, detail-oriented written skills necessary for recording accurate and concise patient telephone messages that become an official entry in the patient's medical record as well as notification to the medical provider of the patient's telephone call.
  • Knowledge of professional guidelines and state/federal regulations regarding protected, confidential patient medical information (HIPAA) and protected student information (FERPA.).
  • Working knowledge of computers and electronic data processing; ability to learn an electronic health record practice management system.
  • Ability to perform cashier duties accurately; knowledge of accounting/bookkeeping principles and functions.
  • Ability to learn medical terminology.
  • Be able and willing to represent the University in the most positive manner with prospective, former and current students, clients, suppliers and the community we serve.

    Special Conditions of Employment:
    The University of San Diego is requiring all employees to follow ourCovid-19vaccinerequirement process.
    Background check: Successful completion of a pre-employment background check.
    Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.

    Posting Salary: $21.88 per hour; Excellent Benefits

    The University of San Diego offers a very competitive benefits package, to include medical, dental, vision, a retirement contribution given to you by the University (with three year vesting period), and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer. USD: Human Resources: Benefits

    Special Application Instructions:	Resume and Cover Letter Required
    Go to and click Apply Now to complete our online application. In addition, please upload a cover letter and resume to your application profile for the hiring managers' review. If you have any questions or difficulties please contact the Employment Services Team at 619-260-6806, or email us at [email protected]

    Additional Details:	Hours:37.5 hours per week
    Closing date:Open until filled
    Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.

    The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.

    The University of San Diego is a smoking and tobacco-free campus. For more information, visit

    Copyright ©2021 Inc. All rights reserved.

    Posted by the FREE value-added recruitment advertising agency

  • Organization

    The University of San Diego is a Roman Catholic institution committed to advancing academic excellence, expanding liberal and professional knowledge, creating a diverse and inclusive community, and preparing leaders dedicated to ethical conduct and compassionate service.

    Located on 180 acres overlooking the city of San Diego, Mission Bay and the Pacific Ocean, the campus is a community treasure, with Spanish Renaissance-inspired buildings and breathtakingly beautiful landscapes.

    Chartered in 1949, the university enrolls more than 7,000 students and is known for its commitment to teaching, the liberal arts, the formation of values and community service. In less than 60 years, the University of San Diego has grown from a local college with 50 students and a handful of professors to a nationally ranked university. This achievement is the direct result of a single, unwavering expectation: academic excellence.

    USD offers more than 60 bachelor's, master's and doctoral degrees. The university adds depth to education by inspiring students to grow spiritually, morally and socially. The breadth of programs and depth of facilities means that students can easily find a course of study that ignites their intellectual fire. In the classroom, coursework across disciplines encourages students to develop their critical thinking skills.

    Small class size means the instructors know their students and can stimulate curious minds with anything from participation in a research project to an after-class discussion on topic. Instructors welcome the free exchange of complex ideas in an environment of tolerance and civility. In this environment, students begin a lifelong habit of appreciating and cultivating their individual gifts.

    To complement this instruction, the university's Honors program provides a challenging curriculum for USD's uniquely motivated students. The university also holds memberships in several honor societies, including Phi Beta Kappa.

    While intellectual growth is key, USD adds depth to the education experience by inspiring students to grow spiritually, morally and socially. An active faith community invites widespread student participation. In the classroom, study is accompanied by an examination of ethics and values University of San Diego students inquire freely and challenge ideas, exercise moral, spiritual and social judgment, serve others, and contemplate social justice in their lives and in their chosen fields. These students are truly educated. These students achieve excellence.

    Students, faculty and staff are active members of the community, volunteering time and expertise, fostering friendships, and working to preserve the region’s unique character. With a population of more than 7,500 students and approximately 2,000 employees, the university impacts the life of the area economically, politically and socially. In turn, the university welcomes the community to participate in campus life, through classes, special events, sports, forums and tours.

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