Clinical Administrative Assistant - Student Health
The University of California, San Diego
About this position
Position Description
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), SHW Administration (ADM), and Strategic Planning, Innovation and Research (SPIR), & Student Health Assessments and Analytics (SHAA). SHS provides primary medical care, including urgent care and support services such as laboratory, pharmacy, and x-ray to over 45,000 undergraduate, graduate, and professional students. SHS staff consists of a diverse team of physicians, nurse practitioners, registered nurses, social workers, 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 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 Clinical Administrative Assistant serves as the initial point of contact for hundreds of patients visiting or contacting Student Health Services daily. The Clinical Administrative Assistant greets and assists patients in a helpful and professional manner, and maintains knowledge of clinic operations to best assist students navigating Student Health services. The incumbent must be highly motivated and technologically-advanced to maintain consistent quality of care for our diverse patient population. The Clinical Administrative Assistant works with international exchange student programs, UCSD study abroad, and other campus institutions to provide a network of care for students with various needs and backgrounds. It is the responsibility of the Clinical Administrative Assistant to understand how these UCSD programs and UC SHIP insurance operate, and use independent judgment to effectively and compassionately communicate this information over the phone, in person or through written correspondence. The incumbent must demonstrate excellent customer service skills in mediating patient complaints and use de-escalation tools to efficiently and empathetically reach conflict resolution. The Clinical Administrative Assistant provides administrative support to the clinical staff and insurance department, including verification of patient’s enrollment, registration and insurance eligibility; processing and authorizing specialty referrals; scheduling appointments, clinical procedures, testing, and complex travel exams using the EPIC medical records and scheduling system; managing a multi-line telephone system; and handling all internal messages promptly, while maintaining utmost patient confidentiality. The Clinical Administrative Assistant is responsible for independently analyzing, organizing, and prioritizing daily schedules for their assigned group; cleaning, disinfecting and stocking patient care waiting areas to maintain a clean and orderly work environment; and must remain flexible and available to assist other areas of the clinic as needed or assigned.
Qualifications
Experience working in a front office outpatient healthcare facility and knowledge of health information and medicalterminology. Knowledge and experience in coordinating physician referrals and scheduling of clinical procedures andtests. Knowledge and experience using computerized patient scheduling systems. Demonstrated experience in usingelectronic medical records and understanding of medical record management. Proven ability to set priorities, maintain composure and function efficiently under high volume, multiple demand workconditions. 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 makerecommendations or decisions that affect office operations and activities. Advanced organizational skills with ability to work independently, determine appropriate priorities, and complete tasksaccurately, efficiently, and with a high level of attention to detail while meeting established deadlines and followingHIPAA 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 andabbreviations 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 needed to meet the goals of the unit and the division. Proven ability to develop, implement, and maintain computerized andpaper 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 relevantfactors, formulate logical and objective conclusions, and recognize alternatives and their implications.