This position is primarily responsible for customer service registering clients, guiding them through the clinic appointment, and appropriately documenting the clinical visit following established medical record management practices. The Operations Assistant serves as the primary point of contact for internal and external constituencies at the CAPS. Administrative responsibilities include, but are not limited to: appointment scheduling and correspondence, medical record-keeping, data collection and reporting, and providing administrative support to clinical staff and special projects as needed.
RESPONSIBILITIES:
Client Registration & Appointment Scheduling:
Serves as the first point of contact for students seeking services at CAPS, as well as parents, campus, and community partners.
Advocates for awareness, understanding and the diversity and inclusion of all people in Health & Well-being facilities, programs and communications while providing a commitment to work effectively with students, faculty, and staff from diverse backgrounds. Advocates for the educational and cultural benefits of providing diversity and inclusion in the Health & Well-being Unit.
Processes students during check-in and check-out.
Greets visitors, screens calls and emails, takes messages, and takes any necessary/appropriate action to serve clients.
Assists students with any required intake forms or assessment.
Reviews intake information and escalates care as needed based on student response and/or behavior.
Promotes patient rights and responsibilities; understands and supports patient advocacy.
Maintains confidentiality as required by medical standards.
Communicates with clinical staff and students as needed to successfully schedule appointments based on established parameters. Utilizes specialized software and EHR to schedule client appointments at CAPS.
Coordinates internal (to SHC) and external referrals to support integrated care.
Communicates with Assistant Director - Operations to resolve any scheduling challenges.
Assists with running designated reports and analyzing data to evaluate schedules and appointments, and other key performance indicators.
Medical Records (paper and electronic):
Manages students' protected health information (Medical Records) in compliance with Virginia State law.
Ensures adherence to established medical record management practices; maintains compliance with HIPAA and FERPA.
Assists with scanning documents and correspondence with external medical offices.
Administrative Support:
Performs opening and closing procedures for CAPS.
Utilizes a multi-line phone system, department email accounts, fax/copiers, printers and scanners to communicate in a clinical setting; assists with troubleshooting technology; communicates with the Asst. Director - Operations as needed to resolve issues.
Communicates with students, parents, and staff via email and phone.
Processes and distributes department mail and faxes; monitors departmental email and responds or forwards to appropriate staff.
Assists with special projects and provides administrative support for staff as assigned by the Assistant Director - Operations.
QUALIFICATIONS:
Strong interpersonal and communication skills
Ability to compassionately and calmly interact with individuals who are distressed. Communicate in a welcoming, caring, and empathetic manner.
Ability to maintain composure and professionalism even under highly stressful conditions, including students experiencing mental health distress
Ability to effectively manage multiple tasks while and re-prioritizing tasks on short notice
Ability to work independently, efficiently, and accurately
Ability to read, interpret, and apply policies and procedures
Technical competency with electronic health records, Microsoft Office Suite, Box, Audix, and Internet-based tools
Ability to learn and become proficient in specialized software used in CAPS and Student Health Center locations.
Mental Health First Aid Certification required within 1st year of hire
Knowledge of HIPAA and FERPA standards applicable to duties and responsibilities. Ability to maintain patient/client confidentiality.
EDUCATION & EXPERIENCE:
High School Diploma or Equivalent required. Associate degree preferred.
2-4 years of experience in the health care industry preferred, including experience with medical terminology and software
3-5 years of customer service - preference given to patient/client experience
3-5 years of record-keeping preferred
Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at University of Richmond
WORK HOURS:
Part-time, non-exempt position
Monday-Friday 8:15 a.m. - 1:15 p.m. with flexibility during peak times; reduced schedule during June-July; less than 1,000 hrs./year
SALARY STRUCTURE:
Pay Grade 3 (Hiring Range $16.81 to $19.75 per hour)
ABOUT UR:
At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond (www.richmond.edu) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.
UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE
