SUMMARY:

The Operations Coordinator serves as the primary point of contact for internal and external constituencies at the Student Health Center, often handling complex, sensitive, and confidential matters. This position is responsible for the day-to-day front office administrative operation of the SHC including opening/closing procedures, phone/messaging system, submitting work orders, and resolving operational issues. The Operations Coordinator oversees the medical records system in the SHC, including archiving and the release of records process. The Operations Coordinator is also responsible for coordinating daily billing of student accounts with the Bursar Office and coordinating department purchases with the Budget Coordinator.

RESPONSIBILITIES:

Administrative & Billing Duties:

• Maintains accurate documentation of opening/closing procedures. Trains Clinical Operations Staff on opening/closing, reception and appointment scheduling policies and procedures – Student Health Center.
• Oversees multi-line phone system and messaging system including after-hours nurse triage and departmental email accounts; includes daily monitoring and reconciliation of after-hours nurse triage activity
• Coordinates internal messaging regarding Student Health Center operating hours, including providing updates to Operations Coordinator for Unit Communication
• Records and distributes minutes from departmental meetings.
• Processes daily charges to student accounts: includes verifying data in EHR system, making any necessary adjustments, overseeing transmission to Bursar’s Office and maintaining accurate budget tracking sheets
• Serves as point of contact with the Budget Coordinator, purchasing supplies, forwarding invoices for payment, providing receipts, and maintaining accurate budget tracking sheets – Student Health Center
• Oversees staff professional memberships including renewal and payment with Budget Coordinator – Student Health Center.
• Oversees department fax, copiers, printers, and scanners – Student Health Center.
• Submits Work Orders to University Facilities for repairs – Student Health Center.
• Assists with travel coordination as needed – Student Health Center.
• Performs opening and closing procedures for Student Health Center and CAPS.
• Utilizes a multi-line phone system, department email accounts, fax, copiers, printers and scanners as modes of communication in the clinical setting; assists with troubleshooting technology, communicating with the Assistant Director, Operations as needed to resolve issues.
• Communicates with students, parents, and staff through email and phone
• Processes and distributes department mail and faxes; monitors departmental email and responds or forwards to appropriate staff
• Assists with special projects and provides administrative support for staff as assigned by the Assistant Director, Operations

Medical Records Management – (paper and electronic):

• Maintains clinical appointment scheduling system in EHR system – Student Health Center.
• Manages students’ protected health information (Medical Records) in compliance with Virginia State law.
• Ensures adherence to established medical record management practices; maintains compliance with HIPAA and FERPA.
• Oversees and maintains all confidential student medical records; fulfills requests for active and archived medical records; evaluates records for completeness and accuracy; purges and prepares records for archiving – Student Health Center.
• Oversees administrative processes for clearing Health History Records for new, transfer, and re-admitted students to include immunization compliance and documentation of health information – Student Health Center.
• Prepares student medical record for clinical visit.

Patient Registration & Appointment Scheduling:

Primary location is SHC, weekly assignment to CAPS---approximately 20% per week dependent on need

• Serves as the first point of contact for students seeking services at Student Health Center and CAPS, as well as parents, campus and community partners.
• Advocates for awareness, understanding and the diversity and inclusion of all people in Health & Well-being facilities, programs and communications while providing a commitment to work effectively with students, faculty, and staff from diverse backgrounds. Advocates for the educational and cultural benefits of providing diversity and inclusion in the Health & Well-being Unit.
• Processes students during clinic check-in and check-out.
• Greets visitors, screens calls and emails, takes messages, and takes any necessary/appropriate action to serve patients.
• Assists students with any required intake forms or assessment.
• Reviews intake information and escalates care as needed based on student response and/or behavior.
• Promotes patient rights and responsibilities; understands and supports patient advocacy.
• Maintains confidentiality as required by medical standards.
• Utilizes specialized software and EHR to schedule patient appointments at Student Health Center and CAPS.
• Communicates with clinical staff and students as needed to successfully schedule appointments based on established parameters in each clinic.
• Communicates with Assistant Director, Operations as needed to resolve any scheduling challenges.
• Assists with running designated reports and analyzing data to evaluate clinic schedules and patient appointments, and other key performance indicators.

QUALIFICATIONS:

• Strong interpersonal and communication skills
• Ability to compassionately and calmly interact with individuals who are distressed. Communicates in a welcoming, caring, and empathetic manner.
• Ability to maintain composure and professionalism even under highly stressful conditions, including students experiencing mental health distress
• Ability to effectively manage multiple tasks while and re-prioritizing tasks on short notice
• Ability to work independently, efficiently, and accurately
• Ability to read, interpret, and apply policies and procedures
• Technical competency with Electronic Health Records, Microsoft Office Suite, Box, Banner, Audix, and Internet-based tools
• Ability to learn and become proficient in specialized software used in Student Health Center and CAPS locations
• Mental Health First Aid Certification required within 1^st year of hire
• Ability to attend annual trainings and medical screenings required for assignment in a medical clinic.
• Knowledge of HIPAA and FERPA standards applicable to duties and responsibilities. Ability to maintain patient/client confidentiality.

EDUCATION & EXPERIENCE:

• HS diploma or GED is required; Associate’s degree preferred
• 2-4 years of experience in the health care industry preferred, including experience with medical terminology and software
• 3-5 years of customer service – preference given to patient experience
• 3-5 years of record-keeping preferred
• Training and supervision experience preferred
• Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at University of Richmond

WORK HOURS:

• Full-time, non-exempt position
• Monday – Friday, 8:15 a.m. - 4:45 p.m.; 7.75 hrs./day; 38.75 hrs./week, with flexibility as needed

SALARY STRUCTURE:
Pay Grade 3 (Hiring Range $15.88 to $18.68 per hour)

COVID-19:

The University of Richmond requires COVID-19 vaccinations for all students, faculty, and staff. The University allows exemptions to this requirement for religious, medical and strong personal conviction reasons. All newly hired employees must report their status within the first two weeks of employment.

ABOUT UR:

At the University of Richmond, we’re creative, inclusive, and determined. We’re Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond (www.richmond.edu) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There’s only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE