Client Service Representative

Overview: The Client Service Representative (CSR) provides high quality customer service to internal and external customers, including the students. As the "face" of UHS, the Client Services Representative is tasked with providing service in a welcoming and professional manner, in keeping with the established mission and values of UHS.

• This position is “essential” and requires an onsite presence during inclement weather and University closures.
• This position requires weekend and evening hours.

Responsibilities:

Client Service (70%)

• Provides high quality client service to students and patients consistent with UHS standards.
• Greets the patients and documents their arrival for appointments and urgent care services; provide directions to their designated waiting area.
• Responds to patients’ concerns and emotional state professionally and appropriately, especially when students presenting are ill.
• Maintains a professional demeanor despite the volume of presenting patients and multiple competing demands in a very busy practice setting.
• Listens carefully to students’ concerns, helping them determine the best appointment options for them, making appropriate decisions regarding which practitioner and time frame is best suited for that particular concern and correctly documenting and acting on this information.
• Exhibits superior communication skills and professionalism in order to provide a safe and confidential interaction with the students recognizing that this is a high priority in this sensitive and specialized area.
• Responds timely to patients’ questions or concerns (issues regarding insurance, their bills, appointment rescheduling, referrals, etc.) If unable to answer a question, the CSR will direct the patient to someone who can, and stays on the line or with the patient until it is certain they have received a response to their inquiry.
• Uses service recovery techniques and principles when a customer is dissatisfied.

Administrative Support (20%)

• Utilizes Medicat (UHS’ practice management system) for all workflow, including electronic health records (EHR) management, financial transactions, data reporting, and scheduling. Follows standard operating procedures regarding scheduling guidelines; reviews the practitioner’s notes, outside specialist referrals, and completed laboratory and radiology results, and provides printed documentation when necessary.
• Schedules immunization appointments, based on a thorough knowledge of immunization sequencing.
• Scans medical documents as required by the paperless charting system (radiology and laboratory results, as well as outside consultations and test results).
• Performs data entry of medical information for all incoming and returning students.
• Assists with arrangements for transportation for patients going to University Medical Center at Princeton or referred to a community physician.
• Rotates through other UHS areas in a support role when needed.
• Becomes cross trained with all the duties of the front desk.
• Assumes additional duties as assigned by the Lead Client Services Representative

Financial Support (5%)

• Perform cashiering and billing functions for the sale of billable products.

Clinical Care (5%)

• Responds to the emergency respond call system, notifying medical personnel, and providing additional assistance as needed such as calling 911, holding the elevator and directing arriving emergency responders. When needed, initiates care at the front desk to students who are vomiting, fainting, or exhibiting open wounds, etc. while waiting for UHS medical providers.

May be asked to provide customer service support to other service areas within University Health Services.

Qualifications: Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

ESSENTIAL QUALIFICATIONS

• High School degree (in some cases, equivalent work experience may be substituted)
• High level of proficiency with computers and the Microsoft Office Suite, including Word, Outlook mail and calendars, and Excel
• Customer service training, aptitude, and presentation, on the phone and in person
• 1 – 3 years of experience in a multi-specialty ambulatory care setting in a customer service position
• Meticulous attention to detail
• Demonstrated ability to work autonomously and take initiative
• Excellent problem-solving, organizational skills, and ability to quickly learn new tasks
• Be knowledgeable in principles and methodologies (e.g., Plan-Do-Study-Act, Root Cause Analysis, measurement, data collection, and analysis) needed to support and lead Quality Improvement projects and activities and/or willing to attend UHS-based Quality Improvement basic training within first 6-months of hire.

PREFERRED QUALIFICATIONS

• Cardio Pulmonary Resuscitation (CPR) certification
• 3-5 years of experience in a multi-specialty ambulatory health care office
• Familiarity with total work systems (such as the Institute for Healthcare Improvement, Accreditation Association for Ambulatory Health Care, and Baldrige National Quality Program); and reviewing and analyzing data.

Standard Weekly Hours: 29.00 Eligible for Overtime: Yes Benefits Eligible: Yes Probationary Period: 90 days Essential Services Personnel (see policy for detail): Yes Physical Capacity Exam Required: No Valid Driverâs License Required: No : #LI-JE1