Patient Support Representative III, Student Health - 141280

The mission of the Student Health & Well-Being (SHW) cluster is to promote a culture of health and well-being for the student community, deliver equitable high-quality innovative services, incorporate inclusive approaches, and celebrate diversity, with the goal of adoption and maintenance of healthy behaviors contributing to the academic success and personal development of all students.

The UC San Diego SHW cluster, which reports through UC San Diego Health System, plays a leadership role in creating a strong and active wellness culture that enables all students to flourish in body, mind and spirit. This includes promotion and the expansion/development of a student health and well-being center, and the transformation of existing departments, under the oversight of the executive director, into a cohesive, trans-disciplinary source of integrated wellness services. The SHW cluster includes the departments of Student Health Services (SHS), Health Promotion Services (HPS), Counseling and Psychological Services (CAPS) and SHW Administration (ADM), Strategic Planning, Innovation and Research (SPIR) and Assessments and Analytics (SHAA).

SHS provides primary medical care, including urgent care and support services such as laboratory, pharmacy, and x-ray to UC San Diego undergraduate, graduate and professional students and affiliates. SHS staff consists of a diverse team of physicians, nurse practitioners, registered nurses, social workers, physical therapists and physical therapist assistants, pharmacists, x-ray technologists, clinical laboratory scientists, medical lab assistants, optometrists, medical assistants, health educators, administrative and other healthcare professionals. SHS provides integrated clinical services to address the medical needs of the individual students, as well as to foster the well-being of the students as a whole person. In addition, SHS oversees the public health needs of the campus community. SHS is accredited by the Accreditation Association of Ambulatory Health Care and is fully committed to self-examination, peer review and quality control through the utilization of data, outcome and patient experience measurements.

Under the general supervision of the Clinical Operations Supervisor, the Patient Support Representative (PSR) serves as a primary point of contact for patients accessing Student Health Services (SHS). The incumbent provides exceptional customer service while supporting efficient daily clinic operations across assigned clinical areas. The PSR performs a broad range of front-office and patient access functions, including greeting and assisting patients, managing multi-line telephone systems, scheduling appointments, registering patients, verifying demographic and insurance information, coordinating referrals and authorizations, processing patient communications, and maintaining accurate information in the EPIC electronic medical record system.

This position will provide support to SHS clinic operations including the rehabilitation services department, with assignments based on operational and clinical needs. The incumbent will assist with patient flow from check-in through check-out and coordinate closely with providers, rehabilitation therapists, clinical staff, referral coordinators, and other departments to support timely access to care. The PSR is expected to demonstrate sound judgment, professionalism, confidentiality, problem-solving, conflict resolution, and de-escalation skills. The incumbent remains flexible to assist other SHS departments as needed and contributes to a safe, welcoming, accessible, and efficient patient-centered environment.

• Experience working in a front office outpatient healthcare facility and knowledge of health information and medical terminology. Knowledge and experience in coordinating physician referrals and scheduling of clinical procedures and tests.

• Knowledge and experience using computerized patient scheduling systems. Demonstrated experience in using electronic medical records and understanding of medical record management.

• Proven ability to set priorities, maintain composure and function efficiently under high volume, multiple demand work conditions. Demonstrated problem solving skills.

• Experience in providing patient administrative services, registration, and scheduling.

• Proven excellent judgment during situations or events in the absence of higher authority, and ability to make recommendations or decisions that affect office operations and activities.

• Advanced organizational skills with ability to work independently, determine appropriate priorities, and complete tasks accurately, efficiently, and with a high level of attention to detail while meeting established deadlines and following HIPAA protocol.

• Demonstrated ability in making outgoing phone calls as first impression of Student Health Services, screening telephone calls, directing callers to appropriate resource or to physician or staff for further screening and disposition, and triaging emergent issues appropriately.

• Ability to maintain strict confidentiality of patient information and documentation. Ability to maintain confidentiality of administrative and personnel matters. Knowledge and skill in working with HIPAA requirements. Ability to use discretion, maintain utmost confidentiality and comply with all requirements in use of computer systems and access to any and all patient, student, employee and University data, in electronic and hard copy formats, in compliance withUniversity, state and federal guidelines, including, but not limited to Health Insurance Portability and Accountability Act (HIPAA) and Family Educational Rights and Privacy Act (FERPA).

• Experience and knowledge of EPIC appointment scheduling system, work queues, template updating, terms and abbreviations commonly used to describe medical conditions.

• Ability to communicate clearly and accurately both verbally and in writing, including knowledge of proper business formats, grammar, spelling and punctuation. Excellent interpersonal skills, using tact and diplomacy in order to interact effectively in person or by telephone, with all levels of professional staff and a diversity of patients.

• Demonstrated experience and competency with standard business equipment, multi-line telephone system, computer technologies and a variety of software including system and networking software, Microsoft Office suite, email and a variety of web-based programs and browsers, with the willingness and ability to update and increase skills as neededto meet the goals of the unit and the division. Proven ability to develop, implement, and maintain computerized and paper record keeping and filing systems.

• Ability to work under pressure calmly and efficiently, coping with variable workloads, and keep track of many diverse activities, requests, and directions simultaneously.

• Experience training clinic administrative staff and assisting with work direction with the ability to ensure quality patient care.

• Ability to work collaboratively to promote positive outcomes in a team environment. Ability to uphold and maintain UC Principles of Community.

• Demonstrated commitment and ability to acknowledge, advocate and support the efforts to dismantle structural racism and divisive biases based on race, ethnicity, sex, gender identity, age, sexual orientation, religion, and political beliefs.

• Strong ability to resolve conflicts with creativity and authority while maintaining a professional relationship.

• Cultural competence in working with diverse populations including excellent communication skills and advocacy skills.

• At all times adhere to UCSD Health Medical Center (C.A.R.I.N.G.) Standards of Performance, and demonstrate the characteristics of professionalism in attire, attitude, conversation, behavior and attentiveness to others. Uphold the UCSD Principles of Community and promote a positive and collaborative team environment. Ability to adhere to and practice the mandatory University Core Values & Safety Standards of performance.

• As appropriate, submit incident reports into the UCSD SHW Incident Report System, RL Datix or current system in use, to report near-misses, process problems or patient or employee injury events. Attend required training and refreshers for use and proper steps to follow.

• Experience working in a complex and fast-paced clinic environment.

• Ability to at all times adhere to UCSD Health Medical Center (C.A.R.I.N.G.) Standards of Performance, and demonstrate the characteristics of professionalism in attire, attitude, conversation, behavior and attentiveness to others. All staff members are required to uphold the UCSD Principles of Community and to promote a positive and collaborative team environment.

• Skill in analyzing information, situations, practices, or procedures to define the problem or objective, identify relevant factors, formulate logical and objective conclusions, and recognize alternatives and their implications.

• Bilingual in Spanish/English.

• Knowledge of UCSD Policy and Procedures.

• General knowledge of UCSD Medical Group clinical services and Medical center services with respect to geographic location, telephone number and type of service provided.

• Employment is subject to a criminal background check and pre-employment physical.
• Must complete initial mandatory health requirements, including current clear TB test results and required annual flu vaccination.
• Must be able to work various hours and locations based on clinical and business needs.
• Occasional extended hours may be required.