Health Services Assistant

Health Services Assistant

Under the general supervision of the Director of Health Services, the Health Services Assistant provides front-line administrative and clerical support for the Health Services Department. The position delivers excellent customer service and patient relations and is primarily responsible for scheduling appointments, patient check-in/out, telephone and email correspondence, assisting students with insurance claims and billing questions, and supporting the department's fiscal processes, including payments to vendors and contractors and purchase orders.

Performs a variety of medical front office duties, including (but not limited to): contacting patients, medical offices, pharmacies, or university campus offices through phone, email, or other means; scheduling appointments and meetings; taking messages; answering and routing calls; answering and responding to emails; receiving and sending faxes; setting away messages; scanning documents; responding to questions; checking in/out patients; receiving and distributing mail; word processing; spreadsheet reporting; preparing requisitions, reports, correspondence, bills, notices, and confidential and statistical materials for the Director.

Performs compliance checks, including new student health requirements, immunization requirements, and student athlete medical requirements; maintains a log of compliance status for all students; places and removes holds on students' registration using University software based on compliance status; updates students' athletic clearance using University software; notifies students by phone, email, or secure messages of any compliance issues and holds on their registration.

Ensures complete, accurate, and timely verification of insurance benefits as assigned; determines eligibility and coverage; assists students with submitting insurance claims and completing any required documentation; completes and provides superbills to students for their own submission to insurance as needed; prints insurance cards; educates students regarding appropriate insurance claims processes; serves as a resource regarding student insurance inquiries; acts as a liaison between university contracted insurance providers and students and their families, including contacting insurance companies directly to help resolve claims-related questions and issues.

Assists students with billing issues; contacts appropriate providers or parties to help resolve billing issues. Serves as a liaison with the Dean for Student Affairs' office, health insurance carriers, off-campus medical providers, Human Resources, Athletics, Student Affairs, Business office, and other offices.

Creates, maintains, and updates office forms, templates, and signs as appropriate, including referral forms, consent forms, waiver forms, screening forms, informational signs, and brochures. Maintains an updated list of approved medical providers for referral; completes referral forms; contacts and responds to other medical offices for appropriate referral and patient-related information.

Manages, sends, receives, and confirms completion of consent forms, including but not limited to consents for medical records requests, consents for treatment of minors, and consents for sharing medical information with parents/guardians. Receives requests for confidential and protected health information and, in accordance with operating procedures and current privacy laws, copies, faxes, emails, mails, or sends requested information to appropriate parties.

Reviews intake forms with students; creates charts; assembles forms and other components required for confidential records; checks documents for completeness, accuracy, and conformance to policy and procedures; determines patient eligibility for care. Prepares and protects student and employee medical files, maintaining uniformity and confidentiality of records; ensures no unauthorized release of confidential medical information. Updates a records destruction log; identifies, destroys, and shreds old records and protected health information in accordance with university policy and federal, state, and local laws.

Works within an electronic medical record (EMR) system to schedule appointments, update patient charts, monitor patient eligibility, send secure messages, record patient notes, scan in or download patient medical information as appropriate, review forms submitted by students, update patient charges and payments, update patient demographic information, and create reports. Maintains a billing system for patients and collects payment; receives deposits and issues receipts; completes cash transmittal forms; makes deposits to appropriate accounts in the Business Office; maintains receipts.

Processes payments to appropriate parties and contractors; maintains invoices from vendors and suppliers; in accordance with Business Office procedures, uses proper account numbers and forms to complete requests for payments, purchase requisitions, reimbursements, budget transfers, and purchase orders. Receives and handles emergency medical calls. Assists with the development of policies and procedures for Health Services under the direction of the Director.

Responds to complaints, concerns, and requests for information from students, parents, staff, and the general public regarding issues, programs, policies, procedures and regulations; resolves issues and complaints with confidentiality, tact, sensitivity, and expedites referrals to the appropriate responsible party for resolution with expediency. Performs all necessary opening and closing procedures with regard to the front medical office, including unlocking/locking doors, opening/closing cabinets, changing signs, turning on/off lights, restocking waiting room supplies, closing out credit card machines, and updating daily balance sheets.

Maintains files and folders related to licenses, requirements, payments, and contracts of Health Services staff, vendors, suppliers, and independent contractors; monitors and updates the Director on upcoming expirations and need for renewals, including medical license renewals and contract renewals. Maintains and monitors usage of office inventory and orders office supplies. Schedules maintenance and repair of office structures or equipment as needed. Assists the Director with the day-to-day support and training of student workers. Operates various office equipment including computers with MS Office software, scanner, shredder, calculator, copier, FAX machine, and other peripheral office equipment. Attends staff meetings and other campus events; represents Health Services at meetings, on committees, at health fairs, at new student orientation, and at other campus events. Assists with preparation of publicity to promote health education programs to campus community. Completes trainings on a regular basis to maintain knowledge and awareness of medical laws, university policies, FERPA and HIPAA requirements, privacy laws, and other required information necessary to perform all duties. Performs other related duties as assigned.

Knowledge Of - Insurance verification, claims submission, and superbill processes. Organization, policies and procedures of outpatient medical offices. Modern medical office practices, procedures and equipment. Record-keeping techniques, regulations and laws including applicable state laws, FERPA, and HIPAA. Basic budgeting, purchase order, and accounts payable processes requiring monitoring and control. Correct English usage, grammar, spelling, punctuation and vocabulary. Oral and written communication skills. Interpersonal skills using tact, patience and courtesy. Quality telephone etiquette and direct customer service. Electronic medical records (EMR). Microsoft Office and Google Drive programs (including Word, Excel, and Outlook), internet, data entry techniques, and database management.

Ability To - Perform a variety of clerical and administrative support duties. Maintain a positive attitude and public relations image while maintaining a professional appearance. Maintain current knowledge of insurance practices and claims procedures. Learn, interpret, apply and explain rules, regulations, policies and procedures. Collaborate with departments to complete tasks and projects. Understand and follow oral and written instructions. Utilize basic medical/health terminology. Perform arithmetic calculations quickly and accurately. Prepare reports by gathering and organizing data from a variety of sources. Operate a computer and a variety of office equipment. Determine appropriate action within clearly defined guidelines. Multitask and prioritize sometimes conflicting demands. Meet schedules and timelines. Maintain strict confidentially and work with discretion. Complete work with many interruptions. Maintain complex medical and clerical records. Establish and maintain effective working relationships with medical providers, patients, vendors, staff, and others. Interact and communicate effectively with a diverse patient population. Respond compassionately and with tact to others who may be upset, angry, sad, or confused.

Minimum Qualifications - Any combination equivalent to: Some college-level coursework or specialized training in a related area and a minimum of one year of experience in providing clerical and administrative support.

Preferred Qualifications - Bachelor's degree. Experience with clerical or administrative work in a medical office, hospital, or clinic setting. Experience with purchase orders, accounts payable, or basic bookkeeping in an office setting.

Licenses and other requirements - Possession of valid CPR certification within six months of employment and remain current thereafter.

Physical Abilities - Detect to understand appropriate written correspondence; operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer; communicate to exchange information in person, in writing, on the telephone and by email; stationary position for extended periods of time; move or transport light objects; position self to store and/or retrieve files

Environment - Medical office environment. Constant interruptions. Contact with dissatisfied or abusive individuals. Exposure to communicable diseases.

Hiring Range - $22.00 - $28.00 per hour depending on experience