Description

This position provides administrative support and assistance in the various departments of the University Clinic System to assure a smooth, efficient, and timely flow of patients, student interns, and clinicians.  In this capacity, the Customer Support Associate is familiar with and supports the mission of the University, College of Chiropractic, and Clinics.  The Patient Support Associate will check patients out at the conclusion of their visit, reschedule future appointments, coordinate equipment loans and inventory, and provide clerical support. This position is responsible for the cleanliness and availability of all rooms and patient care supplies.

ESSENTIAL JOB FUNCTION

1. Provides accurate and helpful information regarding the clinics to all inquiries, in person or over the phone. 
2. Discusses with patients and potential patients’ information relating to chiropractic care, Life Chiropractic Centers and the University.
3. Interacts pleasantly and professionally with student interns, faculty, and patients.
4. Schedules patient’s follow-up appointments in person at check-out.  Understands all patient forms and prepares patient files and forms; enters patient data into computer system EHR.
5. Collects outstanding balances, deductibles, copays due at the time of check out.
6. Accurately posts payments and provides receipts to patients.
7. Balances individual daily receipts and money collected with daily batch postings and NextGen reconciliation report.
8. Maintains the accuracy, quality and correct location of patient files, patient visit forms and any other applicable patient visit records.
9. Coordinates patient records with other departments of the clinic system ensuring compliance with HIPPA regulations and confidentiality. 
10. Assists with the preparation of clinic reports as requested.
11. Maintains the office areas in a neat, clean, and orderly manner.
12. Promptly reports any equipment that is not in working order.

ADDITIONAL DUTIES AND RESPONSIBILITIES

1. Assumes additional responsibilities and performs special projects as needed or directed.
2. Exhibits student and patient centeredness in performance of all job duties.
3. Treats all others with respect; understands the impact of culture/background on the behavior of others; respects differences among the Life community and demonstrates inclusive behavior.
4. Anticipates, listens to, understands and responds to customer needs.  Delivers work products and services to customers in a way that reflects positively upon the department and the University.

Qualifications

REQUIRED QUALIFICATIONS

Education, Training and/or Experience

1. Associate’s degree, or combination of High School/Equivalency and five years’ previous experience.
2. Two years’ experience in clinical chiropractic setting, a business office or other clinical environment may be considered.
3. Demonstrated computer skills, including experience with Microsoft Office Suites.
4. Experience with electronic health records software and procedures.
5. Excellent customer service skills.
6. Demonstrated ability to maintain focus, exhibit good judgement, take initiative, and work autonomously.

PREFERRED QUALIFICATIONS

1. Bachelor’s degree.
2. Five years’ experience in clinical chiropractic setting.
3. Experience with electronic health records using NextGen software.

Knowledge, Skills, Abilities and Personal Characteristics

1. Able to perform duties independently with supervision generally available at all times.
2. Able to perform basic math skills (addition, subtraction, multiplication and division).
3. Patience and compassion towards patients and other stakeholders with a pleasant personality.
4. Ability to operate standard office equipment and follow office procedures.
5. Ability to deal with difficult situations involving sensitive and confidential issues.
6. Must be able to perform assigned duties with frequent interruptions and time pressures.
7. Ability to communicate with all levels with confidence and knowledge.
8. Ability to work effectively with a broad range of constituents in a diverse community.
9. Effective oral and written communication skills.
10. Able to organize work, engage in a variety of tasks simultaneously and consistently meet deadlines.
11. Strong attention to detail.
12. Computer skills; word processing and spreadsheet software capabilities.
13. Maintains neat, clean, professional appearance as directed by University policy.  
14. Be knowledgeable about and know the location of information resources:  Intern Handbooks, Clinic SOP Manual, Clinic Staff SOP Manual, Clinic Department handbooks.

PHYSICAL DEMANDS

1. Nature of work requires an ability to operate standard business office equipment.
2. Requires ability to communicate and exchange information, collects, compiles, compares, and prepares work documents, set-up and maintain work files.
3. Must spend majority of time interacting with students and patients.
4. Will spend a large amount of time concentrating on computer monitor identifying and updating information and performing some data entry input.
5. Must be able to lift up to 25 lbs.; retrieving and placing materials on high shelves and on floor-level shelves; standing, walking; carrying; grasping; hearing; seeing; sitting; kneeling; climbing; balancing; stooping; crouching and reaching.

WORKING CONDITIONS

Work performed in a general doctors’ or clinical environment.