Clinical Service Representative Supervisor

Summary

Provide leadership, expert guidance, supervision and oversight of all levels of Clinical Service Representatives. Serve as expert in handling patient information; providing specific customer services which may include handling patient phone calls, scheduling appointments, scheduling ancillary tests, assisting with hospital to hospital transfers, accompanying physician to clinic to assist with patient flow, calls and scheduling.

Examples of Work

Job functions are specific duties that would be included in the essential functions of the job description. These functions are not all-inclusive nor do they cover the full extent of the duties performed.

• Interviews, hires, orients, trains, evaluates and supervises clinical service representatives; provides employee counseling, develops work plans and performs disciplinary actions when necessary; shares expertise and act as supervisor; instructs as needed regarding IDX scheduling, HIS reporting, CPT and ICD-10 coding; act as trainer for new clinic applications; represents department on college/department committees.
• Investigates errors and patient and provider complaints; recommends operational changes and facilitates policy and procedures changes as needed.
• Serves as subject matter expert and performs the duties of all positions supervised.
• Serves as an expert in customer service and may answer incoming calls from patients, physician and other health care providers (internal and external), attorneys, pharmacies, medical supply, drug companies, etc.; responds to patient, physician and d attorney questions directly within scope of position; routes calls to resident, physician extender or physician when appropriate.
• Gathers and/or verifies patient information including demographics, insurance coverage and financial status; obtains authorization for clinical care, procedures and ancillary studies; enters all scheduling information into IDX system.
• Schedules patient appointments and obtains prior medical records and studies if appropriate; arranges for special needs when applicable: works with other sub-specialties (i.e., Radiology/Pathology) when applicable for patient scheduling.
• Arranges associated clinical, diagnostic or laboratory services and obtains authorizations when necessary; directs patients to appropriate providers for other health care issues; completes and routes direct referrals to other clinical services.
• Greets patients and confirms appointments; inspects insurance cards or authorization notices; identifies and collects deductible, co-payment or deposit on services; explains and satisfies any necessary patient signature requirements.

Education and Experience

High school diploma or equivalent and six years of medical office experience, that includes knowledge of CPT and ICD-10 coding guidelines as well as basic medical terminology. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

Licensure and Certification

None

Supervision

Supervises Clinical Service Representatives.

To see common career pathways for each position at the University of Florida please visit the Career Paths section of the UFHR website.