University of Colorado Lead Patient Service Representative (PSR) – Orthopedics, Inverness in Aurora, Colorado
University of Colorado | CU Anschutz Medical Campus
School of Medicine, Community Practice Division
Lead Patient Service Representative (PSR) – Orthopedics, Inverness
Administrative Assistant III
Position #00790471 – Requisition #23263
* Applications are accepted electronically ONLY at www.cu.edu/cu-careers
- The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:
Exemptions vary by campus location/department.
Anschutz Campus – Exemptions are allowed for medical or religious reasons.
Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.
Consolidated/Central Services Administration – Will follow Anschutz policy on exemptions.
The University of Colorado Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.
Community Practice Division has an opening for a full-time University Staff (unclassified) Administrative Assistant III, Lead Patient Service Representative (PSR) – Orthopedics, Inverness position.
The University of Colorado Anschutz Medical Campus is a public education, clinical and research facility serving 4,500 students, and a world-class medical destination at the forefront of life-changing science, medicine, and healthcare. CU Anschutz offers more than 42 highly rated degree programs through 6 schools and colleges, and receives over $500 million in research awards each year. We are the single largest health professions education provider in Colorado, awarding nearly 1,450 degrees annually. Powered by our award-winning faculty, renowned researchers and a reputation for academic excellence, the CU Anschutz Medical Campus drives innovation from the classroom to the laboratory to the delivery of unparalleled patient care. Read CU Anschutz Quick Facts here.
Responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules and University of Colorado School of Medicine Confidentiality Policy. Ensures clear and timely communication including patient appointment status to clinical department(s). Assists in overall department work that may include overflow from other departments and/or locations.
Position Responsibilities & Essential Duties:
Assists with the development, implementation, and evaluation of departmental policies and procedures
Provides mentoring, monitoring, coaching, and evaluation of team members’ performance, especially in the areas of productivity and quality management
Assists with coordinating services, prioritizing assignments and workflow, and promoting situational decision-making/problem solving
Performs responsibilities of underlying job. Takes responsibility for, or provides guidance to team members on, the handling of complex or novel issues
Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action
Acknowledges and welcomes patients and visitors; sets the tone for a positive experience
Checks patients in and out for appointments; schedules follow-up appointments at time of discharge
Verifies patient and insurance information, while accurately documenting necessary modifications into the Electronic Health Record (EPIC)
Answers multiple phone lines in order to fulfill patient needs over the phone
Monitors provider schedules daily to ensure that all open appointment slots are filled same day and schedules are free of road blocks
Reviews the Daily Appointment Report three to five days in advance for patient appoints to ensure referral accuracy
Collects patient copays and balances drawer daily
Prepares patient charts as directed
Performs all other duties/responsibilities as assigned
Demonstrates responsibility and accountability for all reception, registration and front-end practices
Maintains professional appearance and conduct at all times
Demonstrates personal integrity, honesty and sincerity at all times
Demonstrates excellence in customer service and satisfaction levels for internal and external customers; this includes regular review of patient survey information, responding to patient or provider concerns, and efficient resolution of RL events
Establishes and maintains effective working relationships with leadership, physicians, and colleagues; addresses concerns in a forthright manner
Effectively copes with faced-paced environment and typical job stressors
Focuses self and others on achieving quality and financial outcomes in a responsive timely manner
Provides vision and planning to meet goals; welcomes innovation and new approaches to reach new heights in quality and service
Performs core responsibilities of position efficiently and effectively within parameters of organization policies, procedures and external governmental agencies
Must be able to travel to alternate locations as assigned
Staff: Direct supervisory responsibility for PSR staff and others as directed.
Assisting Practice Manager with the following:
Patient registration accuracy to ensure a positive reimbursement impact
Budget Management as directed
Staff Performance Reviews and Corrective Actions
Purchasing of office supplies
Staffing: Hiring, Termination
Strong organizational and personal skills; must have strong work ethic
Strong communication skills, both written and verbal
Ability to maintain a positive attitude with clients, employees, and management
Ability to work quickly – individually and as part of a team
Ability to read, analyze, and interpret policies, documents, and regulations
Must be detail-orientated and maintain excellent organizational skills
Must be tech savvy (ability to understand, apply, and benefit from technology)
Other Required Skills:
Ability to effectively communicate at all levels, to include physicians, leadership, and staff
Ability to work within large, complex healthcare systems
Ability to maintain confidentiality and communicate in person, by phone or in writing
Ability to attest to computer proficiency and learn new computer applications
Ability to keyboard/type, write legibly, and accurately record information
Ability to analyze and interpret data
Ability to organize workflow with particular focus on tracking patient care and improving patient flow
Ability to maintain professional demeanor
Ability to deal calmly and courteously with people
Ability to deal with stressful situations
Ability to manage time and work tasks
Ability to finish tasks in a timely manner
Ability to follow oral and written instructions and established procedures
Ability to multitask efficiently and effectively while maintaining quality control standards
Ability to maintain accuracy and consistency
Ability to perform basic filing, office procedures and word processing
Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.
Ability to work as an effective team member
Must be able to establish and maintain effective working relationships with providers, managers and colleagues
Must be able to maintain a high level of adaptability and excel with interpersonal skills
Safety & Infection Control
Miscellaneous business partners, utilities, etc.
Other healthcare agencies
Physical Requirements & Working Conditions:
The physical demands, work environment factors and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
N= Not at all
R= Rarely: Less than once an hour
O= Occasional: 1-4 times/hour or up to 1/3 of the shift
F= Frequent: 5-12 times/hour or up to 2/3 of the shift
C= Constant: More than 2/3 of the shift
Push or pull with hands/arms
Lift hands above head
Walk on uneven &/or slippery surfaces
Climb or balance
Stoop, kneel, crouch, crawl, bend
Use of hands
Forceful grip w/ hands
Reach w/ arms
Lifting up to 10 lbs
Work in outdoor weather conditions
Lifting up to 25 lbs
Lifting up to 50 lbs
Close vision (20” or less)
Distance vision (20’ )
Ability to adjust focus
Work in a loud environment
Note : This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this position.
This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.
Minimum Qualifications :
High school diploma or GED
3 years of patient/client-facing experience
Conditions of employment:
- Healthcare provider Basic Life Support (BLS) or certification within 6 months
Substitution: Combination of related education and experience may be considered.
Required: Applicants must meet minimum qualifications at the time of hire.
PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.
Understanding of patient registration and insurance processes
Understanding of HIPAA practices and patient confidentiality
1 year(s) of relevant leadership experience
Medical office experience
MS Office experience
Computer skills: EPIC
Salary and Benefits:
The hiring rate (or budgeted rate) for this position begins at $44,052 - $48,696 per year.
The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.
The above salary rate represents the University’s good faith and reasonable estimate of the rate at the time of posting.
This position is eligible for overtime compensation.
Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.
Total Compensation Calculator: http://www.cu.edu/node/153125
Diversity and Equity:
The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at email@example.com .
The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.
The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.
Job: Administrative Support and Related
Primary Location: Aurora
Job Category Administrative Support and Related
Department U0001 -- DENVER & ANSCHUTZ MED CAMPUS
Posting Date Oct 14, 2021
Unposting Date Ongoing
Posting Contact Name Shelby Dietrich
Posting Contact Email firstname.lastname@example.org
Posting Number 00790471
Req ID: 23263
The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.