Patient Services Representative

Central Washington University is recruiting a Patient Services Representative to join our Student Counseling Services team in Ellensburg, Washington. This role is an important member of our team as they enhance the vision for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We're offering a salary, depending on experience, from $39,804 - $52,920 annually plus the awesome CWU benefits.

Who we are:

We are a team of individuals committed to Changing Students' Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You'll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing, health services, police and public safety for the campus population of ~10,000 students.

Central Washington University has been named a Fulbright U.S. Scholar Program Top Producing Institution for the 2022-2023 academic year. In addition, for the seventh time in eight years, CWU is a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

Tour our campus in Ellensburg here. www.youtube.com/watch?v=HjdhOegDa9A

What we offer:

Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: Benefits, Perks, and Leave.

The Role:

The Patient Services Representative deals with confidential information in a professional manner. Organizes and provides patient support services; schedules appointments; manages phone calls; triages patient needs to counseling staff; receives and registers patients; provides point-of-service admission; manages patient records; copies and faxes records. This position supports counseling staff as needed with respect to office processes and the performance of their responsibilities. Performs assigned duties for counseling functions of the department. Provides varied administrative and secretarial support to the Director of Counseling Services. Assists with prioritizing the work of the office and managing workflow. All employees are expected to support CWU's commitment to diversity and to bring and support inclusion into the university environment.

Patient Support Services:
- Assists with patient/client care support in an outpatient healthcare setting including registering (checking in) and scheduling patient/client appointments using the department scheduling systems.
- Operates office equipment such as copier, fax, multi-line phone, computers, printers, scanner, etc.
- Triages patient/client needs and refers to appropriate medical/counseling staff.
- Answers patient/client questions regarding delays or long waits for services, and scheduling issues.
- Answers phones, transfers calls to appropriate personnel, responds to inquiries, and receives messages.
- Assists patients/clients to complete forms, answers questions and directs them to appropriate staff as needed.
- Organizes and maintains patient/client care records as requested; scans patient/client care paperwork as collected; copies and faxes records as requested.
- Explains HIPAA/FERPA guidelines to patients/clients.
- Assesses patient/client requests and assists by directing them to the appropriate staff member by collecting pertinent information.
- Screens phone calls and walk-in patients for urgency using independent judgment and makes appropriate referrals.
- Responds with appropriate actions to situations and communicates to all parties the established policies and procedures.
- Supports department staff (e.g., distributing patient surveys upon request, running scheduling system inquiries on patients/clients, etc.).

Administrative Support:
- Provides varied administrative and secretarial support to the Director of Counseling. Assists with prioritizing the work of the office and managing workflow.
- Plans, schedules, and coordinates a variety of meetings, conferences and other events and initiates follow up correspondence as needed.
- Oversees completion of actions associated with events and travel such as coordination, reservations, scheduling, reports, reimbursements, etc.
- Oversees space management including renovation and/or remodeling, maintaining inventory and assisting in preparation of long-range plans for space utilization and renovation.
- Coordinates and initiates facilities maintenance needs of the department including scheduling repairs, submitting work orders and confirming work has been completed.
- Coordinates all IT and Telecom support needs for the departments with IS and Telecom department and support staff.
- Administers purchases on behalf of the Counseling Director.
- Completes requisitioning for purchases including tracking and initiating annual purchase requisitions for counseling office equipment.
- Orders and maintains office, furniture, and paper supplies. Verifies annual inventory sheets and obtains appropriate signatures.

- Perform other duties as assigned

• General office experience or customer/patient experience in a healthcare setting.
• Experience and/or training demonstrating the ability to provide customer service including the responsibility to listen to customers, identify issues, and to provide the appropriate referrals.
• Experience or training that demonstrates the ability to use computer and Microsoft Office Suite, including an electronic scheduling system, copier, fax, and multi-line phone and ability to multitask in various situations.
• Ability to effectively handle stressful situations, make good decisions, and work calmly to help others.
• Ability to accept constructive criticism, incorporate feedback, and maintain positive work atmosphere.
• Excellent communication and problem-solving skills.
• Ability to function as part of a multidisciplinary team.
• Demonstrated willingness and/or experience working with students and/or co-workers from a wide range of abilities, backgrounds, and experiences.
• OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications

• Experience in healthcare office operations.
• Experience creating brochures, flyers, charts, graphs, using Excel, Publisher, etc.
• Demonstrated participation in programs designed to promote inclusion.
• A record of promoting inclusivity in the work environment.
• Experience or interest in mentoring students from a variety of backgrounds.
• Ability to incorporate multicultural perspectives and issues into everyday conversations.
• Life experiences that demonstrate an ability to contribute to CWU`s commitment to inclusion and diversity.

Competencies

• Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.
• Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
• Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
• Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
• Commitment to Diversity: Recognizes the value of diversity and helps create environment that supports and embraces diversity.

Don't meet every single requirement? At CWU we're dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every requirement, we encourage you to apply anyway. This may be the job for you!

Salary: This position is based on the range 38 of the Washington State Classification Listing, which has a minimum annual salary of $39,804 and maximum annual salary of $52,920. In accordance with RCW 49.58.110, the above salary reflects the full salary range for this position. Individual placement within the range is based on the candidate's current experience, education, skills, and abilities related to the position.

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch) / PSE Bargaining Unit 3

Working Conditions: Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required. Responds to medical or counseling crisis and emergency situations and reacts accordingly. Communication, verbally and written, is essential to ensure coordination and cooperation among all staff with regards to office operations. Some stooping, kneeling, bending, crouching, lifting, walking, carrying, or moving of objects and other movements may be required. Some alternate workweeks with routine rotation may include early morning hours required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit Benefits, Perks, and Leave.

An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: https://ofm.wa.gov/state-human-resources/public-service-loan-forgiveness-program.