Manager, Clinical Service Representatives

Summary

Manage the day-to-day activities of all levels of Clinical Service Representatives.  Works with staff to review clinic operational processes and initiates changes in efforts to ensure that the daily business office functions efficiently and accurately. Manages all schedules, serves as an expert in patient handling information; providing specific customer care 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.
• 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.
• Develops training guidelines and manages training for Clinical Service Representatives; includes professional customer service, procedures of handling appointments and understanding the EHR (electronic health record) as upgrades are implemented.
• Conducts audits for scheduling accuracy and compliance.
• Manages work assignments of the Clinical Service Representatives and addresses daily staffing issues.

Education and Experience

High school diploma with six years of supervisory experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

Licensure and Certification

N/A

Supervision

This position does have supervisory responsibility.

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