BASIC FUNCTION AND RESPONSIBILITY

Provide a broad range of clerical and customer service support for the Center for Eye Care sites. Assist the front desk coordinator and the Center Director with routine tasks and with ongoing projects to facilitate efficient and effective delivery of optometric services to patients at the Center for Eye Care sites. Tasks typically include answering Center telephone, scheduling of patients, verification of insurance eligibility and coverage, preparation and maintenance of medical records, patient demographic and financial data entry in the practice management database.

ATTENDANCE

• Report to scheduled work shifts in a dependable and timely fashion, in order to minimize the interruption or delay of regular work output for the department.
• Occasionally work authorized overtime as patient volume or staff absences require to operate efficiently, meet heavy demand, and accommodate schedules and patient needs.

CUSTOMER INTERACTION

• Answer Center telephones in a prompt and courteous manner. Respond to caller's inquiries, route calls to appropriate person if necessary, or take accurate messages.
• Answer common patient questions regarding scheduling, insurance information, directions to the Center, etc.
• Greet patients and visitors to promote positive departmental service image.
• Advise patients and visitors on proper University and Center procedures and policies, in order to ensure appropriate requirements are met.
• Monitor sign-in sheet to make sure that patients are processed in arrival order and that interns are notified their patients are ready in a timely manner.
• Inform patients and attending doctors of any delays and their status, including dispensary patients.
• Listen responsively to patient concerns or complaints and provide or seek appropriate remedies. Refer patients to designated staff member when unable to resolve complaints.
• Prepare and maintain public/patient areas of unit, such as front desk, waiting room, etc. to promote positive patient service image and readiness to provide services.

DATA MANAGEMENT SUPPORT

• Solicit, compile and enter patient demographic and financial information in the practice management software database. Verify patient insurance eligibility and coverage.
• Schedule appointments.
• Create, retrieve and update patient records and solicit information as appropriate from patients in order to maintain accurate and updated patient records.
• Review patient superbills for completeness, including all required signatures, charges, diagnosis codes.
• Note and return to intern and attending doctor if information is missing or incorrect.
• Calculate and enter patient charges for services rendered in the patient database.
• Collect appropriate fees and co-payments in accordance to University, state and third party insurance regulations and service agreement guidelines.
• Reconcile and balance daily financial transactions, deposit daily receipts in the safe with original and copies of checks, cash received and credit card receipts.
• Maintain effective reference materials and hard copies of insurance plans and service agreements to ensure easy access to relevant information.
• Use competently standard office equipment such as photocopier, typewriter, calculator, fax machine and personal computer to support functional activities of the Center.

TECHNICAL KNOWLEDGE AND SKILLS

• Demonstrate and maintain technical knowledge of the job and related procedures for all clerical phases of patient registration, scheduling, record preparation and maintenance, insurance plans, service agreements, etc. to ensure compliance and provide high-quality support to the Center and its patients.
• Begin assignments without prompting, maintain productivity in both quantity and quality of work, and appropriately plan and organize work to maximize the resource utilization of the department.
• Independently contribute ideas and process improvements, and look for creative solutions to improve efficiency in order to meet goals of continuous improvement.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures and organizational structures to accommodate an evolving work environment.
• Build successful relationships with patients, co-workers, students and faculty. Communicate and work effectively as a team member to maximize the effectiveness of the work group.
• Exhibit maturity, reliability, composure and stability under pressure in order to handle on-the-job challenges.
• Understand and abide by a high standard of professional ethics to ensure the integrity of the Center for Eye Care.
• Work successfully with diverse others and uphold the University's commitment to equal employment opportunity and affirmative action.

OTHER

• Perform all daily tasks and functions included in the Center for Eye Care, Front Desk Standard Operating Procedures.

• MINIMUM QUALFICATIONS
  
  High school diploma

• Previous work experience in a customer service office or environment. Must have previous experience as a receptionist, with a broad range of clerical duties. One to three years of experience in a medical office is highly desirable.

• Familiarity with computer data entry.

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CENTER FOR EYE CARE

DEPARTMENT ASSISTANT - Finances

BASIC FUNCTIONS AND RESPONSIBILITIES

Provides a broad and variable range of financial, billing and patient service support for the School of Optometry Center for Eye Care. Assists the Departmental Specialist-Fiscal Officer and the Center Manager with routine on-going billing and financial work and special projects. Works with insurance HCFA claim forms and remittances to gather information necessary to process billing claims that need additional information or corrections. Tasks typically include but are not limited to the following: review and monitor insurance payments for consistency and accuracy, data entry and posting of insurance and patient payments, placing calls to insurance companies and patients to collect unpaid claims and bills from practice management insurance and patient collection and aging reports, preparation of Cash Received Reports (CRRs) and daily bank deposits.

ESSENTIAL DUTIES & RESPONSIBILITIES

ATTENDANCE

• Report for scheduled work shifts in a dependable and timely fashion in order to minimize the interruption or delay of regular work output for the department.
• Occasionally work additional hours as business needs require in order to complete projects or meet heavy demand.

BUDGET AND ACCOUNTING SUPPORT

• Prepare and distribute a variety of accounting documents such as receipts, Cash Received Reports (CRR), payroll, data entry of financial and business transactions.
• Process and post insurance and patient payments using the Center’s practice management software.
• Use manual or computerized bookkeeping methods as appropriate for tracking Center income and expenses to provide administrators with correct and current account balances.

CORRESPONDENCE & DOCUMENT PREPARATION

• Accurately utilize typewriter and/or common word-processing software and equipment to type correspondence, reports, technical documents and forms in order to support, in a timely fashion, the work of Departmental Specialist or Center Manager.

DATA MANAGEMENT SUPPORT

• Compile, organize and summarize information; prepare reports in order to assist Department Specialist or Center Manager in conveying or presenting such information.
• Data entries to update financial and payroll systems in order to ensure accurate and timely records.
• Review and monitor insurance remittances for consistency of payment amount for contracted services. Identify discrepancies and place calls to insurance companies to investigate discrepancies and request appropriate payment. In case of an overpayment, forward the necessary information and documentation to the Department Specialist to process the appropriate refund.
• Maintain accurate activity support logs.
• Place collection calls to insurance companies, patients and agencies on overdue claims and bills. Maintain accurate activity support logs.
• Use standard spreadsheet or database software to compile and report data to Department Specialist and Center Manager.
• Calculate and post business and financial data entries in order to prepare data for processing or reporting.
• Complete forms, questionnaires or worksheets at request of Department Specialist and Center Manager to respond to information requests from internal sources.
• Maintain effective filing systems (hard-copy and/or computerized systems) to ensure access to relevant records and information.
• Maintain effective reference materials and back-ups for hard-copy and/or computerized information in order to ensure access to relevant information.

TECHNICAL KNOWLEDGE AND SKILLS

• Demonstrate knowledge of the content and context of billing forms and document such as insurance remittances and HCFA forms.
• Demonstrate knowledge of insurance companies’ guidelines for claims preparation, billing and collection.
• Work with ten-key calculators, computers and practice management software in a competent manner.
• Demonstrate and maintain technical knowledge of the job and of related procedures and policies in order to provide high quality support to the department. This may involve participation in advanced training and/or certification in field as appropriate.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures and organizational structures in order to accommodate an evolving work environment.
• Build successful relationships with patients, co-workers and vendors. Communicate and work effectively as a team member in order to maximize the effectiveness of the work group
• Exhibit maturity, reliability, composure and stability under pressure in order to handle on-the-job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Work successfully with diverse others and uphold the University's commitment to equal employment opportunity and affirmative action in order to help the organization realize its commitment to excellence through diversity.
• Begin assignments without prompting, maintain productivity in both quantity and quality work, and appropriately follow work instructions from the Department Specialist and the Center Manager to plan, organize and prioritize work in order to maximize the resource utilization of the department.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things; constructively challenge the status quo in order to meet goals of continuous improvement.
• Identify, analyze and address problems in order to resolve issues whenever possible in a way that maximizes positive effects and minimizes the negative impact on the organization
• Make appropriate, timely and effective decisions in order to support the work of the Department Specialist and Center Manager.

OTHER DUTIES

Other duties as assigned.

QUALIFICATIONS

• High school diploma. Some college coursework is desirable.

• At least two years of responsible work at a health care facility performing financial and billing functions and tasks. Knowledge of billing forms and documentation, CPT and ICD-9-CM codes, insurance guidelines for claim processing and reimbursement and collection techniques.

• Proficient with accounting, billing and payment procedures. Some experience with report preparation, verbal or written. Excellent communication skills and ability to work with a diverse group.

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CENTER FOR EYE CARE

DEPARTMENT SPECIALIST - Fiscal officer

BASIC FUNCTION AND RESPONSIBILITY

Serve as an internal information resource of the Center for Eye Care sites by providing expertise in the areas of billing, collections and fiscal operations. Back up the Center for Eye Care patient demographic and financial database every morning. Generate daily journals and advance the system date. Review Center provider status for a broad range of insurance and vision plans. Coordinate provider enrollment and credentialing process for new faculty members and the re-credentialing process as requested by insurance companies. Keep updated files with documents required for provider credentials. Generate patient accounts management reports to review and monitor patient and insurance payments. Review and approve invoices for office and patient care supplies for payment. Coordinates issuance of blanket orders for services and supplies. Supervise and review daily deposits and generation of Cash Received Reports. Generate and approve refunds to patients, insurance companies and agencies after reviewing them for accuracy and appropriateness.  

PROVISION OF CONTENT EXPERTISE

• Serve as an internal information resource in the areas of billing, collections and purchasing for the support staff, faculty and administrators at all sites of the Center for Eye Care.
• Work with the billing staff to monitor claims status and reimbursement fees. Work closely with the Center for Eye Care Front Desk Coordinator to inform the Center support staff of any billing and collections changes and updates.
• Answer varied questions in the areas of billing and collections and purchasing.
• Anticipate and identify problems and developments in the managed care field that may effect Center operations in order to ensure continuous improvements in the areas of billing, collections and purchasing.

INFORMATION MANAGEMENT

• Assist the Center Manager with the formulation of policies, practices and guidelines relevant to billing, collections and purchasing.
• Assist the Center Manager with the analysis and evaluation of managed care plans and insurance companies. Keep accurate and updated manuals and files for managed care plans and insurance companies. Review insurance manuals to ensure proper billing and collections practice.
• Generate practice management reports on patient account management aging, by insurance. Analyze the reports and coordinate collection of accounts with the billing staff.
• Keep reimbursement remittance advisories in binders, by insurance for each site of the Center for Eye Care for fast and accurate documentation for reviews and audits.
• Assist the Center Manager with the monthly review and reconciliation of the financial reporting system for accuracy of entries for all the sites of the Center for Eye Care.
• Perform end of day closing functions for the Center for Eye Care patient database. Ensure that the system is backed up to tape.
• Conduct close of day functions and print daily journals. Transmit the daily journals electronically to all Center for Eye Care clinical sites. Advance the system date. In the absence of the designated person prepare daily bank deposits.

BILLING AND PATIENT ACCOUNTS MANAGEMENT

• Monitor and review insurance claims. Ensure that claims are completely filled out and free of errors and that any additional documentation required is attached to the claims. Coordinate weekly claims mailings.
• Generate patient account aging reports on a regular basis to assign, coordinate and perform rebilling and collection on a timely manner to maximize the collection rate of patient accounts.
• Analyze remittance advisories from insurance companies to ensure that reimbursement for claims is consistent with the payment schedule and provider agreements on record. Coordinate re-submission of denied claims for consideration of payment.
• Generate and review patient bills for completeness and accuracy. Coordinate patient bill mailings.

BUDGET AND ACCOUNTING SUPPORT

• Coordinate the processing of Cash Received Reports. Review and audit Cash Received Reports randomly for timeliness and accuracy.
• Review invoices for office and patient care supplies for accuracy. Make sure that eligible discounts are taken and that delivery charges and any other fees are in line with the negotiated agreements.
• Code each invoice or statement with the purchase order number assigned to that vendor for the appropriate site of the Center for Eye Care.
• Approve invoices for payment for all the sites of the Center for Eye Care
• Obtain signatures required for payment and mail the invoices to UM - St Louis Business Services for payments. Maintain a file by vendor for each Center for Eye Care site with all unpaid and paid invoices.
• Review income and expense accounts on line for accuracy on a quarterly basis.
• Assist with yearly inventory processes.
• Maintain the integrity of the petty cash kept in the safe. Verify safe contents on a regular basis. 

INTERNAL AND EXTERNAL RELATIONSHIPS

• Act as a liaison between department and other department or divisions in order to facilitate problem solving and continuous improvement across functional lines.
• Serve in a lead role to coordinate the work of support staff and/or other specialist.
• Participate in the interview, selection, and performance review of support staff and exercise functional supervision over support staff, to improve and maintain a highly effective work team.
• Represent administrators at meetings and conferences.
• Answer to vendors about status of payment or any other related information. Work closely with the Business Services to resolve invoice payment issues in a prompt and efficient manner.
• Maintain all accounts as current as possible, in compliance with University regulations and guidelines.
• Supervise performance of Center for Eye Care billing staff. Process timesheets and approve vacation and time-off requests for the support staff.
• Implement components of Standard Operating Procedures - Billing 

TECHNICAL SKILLS

• Demonstrate and maintain expertise in insurance billing and collections area by attending insurance carrier sponsored seminars and workshops.
• Maintain strong working knowledge of third party billing and collections policies, procedures and laws.
• Use writing, computers and analytical skills to evaluate billing documents to improve the efficiency of the billing and collections efforts.
• Demonstrate and maintain expertise on the practice management software and equipment relevant to the billing and collection modules. 

INTERACTIVE SKILLS

• Exercise initiative, independence and maturity in generating and monitoring work efforts, in order to provide self-sufficient expertise requiring minimum supervisory intervention.
• Think creatively and critically about insurance plans and service agreements in order to promote continuos improvement on enrollment and credential processes.
• Understand and abide by a high standard of professional ethics, in order to ensure the integrity of the billing and collections process.
• Maximize the use of available resources to provide high productivity to the department.
• Demonstrate effective spoken and written communication skills, in order to provide clear instructions and to motivate others, provide compelling explanations, listen effectively, and make high quality decisions to improve the billing and collections efforts.
• Deal effectively with a highly complex political and social environment, in order to foster and maintain positive attitudes and to promote effective and positive change.
• Manage time effectively to accomplish highest priority goals and objectives.
• Communicate effectively with co-workers, students and faculty to assure mastery of billing and collection and responsiveness to patient service needs.

PLANNING AND RESOURCE ALLOCATION

• Assist management in the development of objectives and plans for ongoing billing activities and collection goals. Use those objectives to set priorities for the department.
• Project future needs and budgetary implications.
• Maintain and reconcile fiscal activity in the billing and collection department and in the expense accounts for the Center for Eye Care sites.

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business Administration, Accounting, or a related area, or equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired is necessary.
• At least five years of related experience is necessary.

 

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CENTER FOR EYE CARE

DEPARTMENT ASSISTANT -

Quality Assurance and Center Promotions

BASIC FUNCTION AND RESPONSIBILITY: Assist Center for Eye Care administrators in the completion of ongoing work or projects in quality assurance and Center promotions. Tasks typically include many or all of the following: correspondence, generation of statistical reports and document preparation; constant interaction and communication with patients, faculty, staff and community groups; data management support; verbal presentations to faculty, staff, students, and community groups; promotional materials development; scheduling support; equipment/supply/facility coordination; mail/delivery and telephone support.

ATTENDANCE

• Report for scheduled work shifts in a dependable and timely fashion in order to minimize the interruption or delay of regular work output for the department.
• Occasionally work authorized overtime (including evenings, weekends) as business needs require in order to complete projects or to attend on and off campus events.

CORRESPONDENCE & DOCUMENT PREPARATION

• Accurately utilize common word-processing and financial/statistical software and equipment to
• Type correspondence, reports, minutes, lists, forms and other documents as required, in a timely fashion.
• Develop, maintain and update as required quality assurance policies and procedures manuals, fact sheets or other internal documents.
• Compose for administrative approval correspondence in order to provide accurate information to patients, community groups, department members, or University employees about services available at the Center.
• Edit and proof materials for accuracy and compliance with Center policies and procedures; determine and utilize correct format, grammar, punctuation and spelling.
• Compose reports for administrative approval on the results of patient surveys and Center data queries.

CUSTOMER INTERACTION

• Develop for supervisory approval, patient promotional materials for the Center.
• Make verbal presentations to patient groups about the services offered by the Center.
• Meet patients and community groups to promote positive departmental service image.
• Survey patients through questionnaires regarding level of satisfaction with the Center for Eye Care.
• Advise department faculty members, staff and students on proper quality assurance policies and procedures in order to ensure that appropriate requirements are met.
• Listen responsively to patient concerns or complaints explain department and university policies and procedures to patients and provide appropriate remedies, if possible, in order to resolve problems.
• Appropriately refer patients when unable to resolve complaints.
• Review public/customer service areas of the Center for Eye Care to promote positive customer service image and readiness to provide service.
• Provide educational training by in-service or other means for faculty, students and staff to promote quality service and patient care.

DATA MANAGEMENT SUPPORT

• Develop and organize a chart review process, including scheduling. Prepare recording forms and patient records for faculty and student quality assurance review.
• Maintain all files of the results of the review process. Create, retrieve and update patient and quality assurance files.
• Prepare written reports and summary statements for Center administrators on the results of chart reviews.
• Notify verbally or in writing faculty and students of the results of chart reviews.
• Learn the basics of the Center’s practice management software.
• Prepare patient satisfaction surveys; collect and tabulate results in writing to Center administrators.
• Monitor time required for materials ordered for patients (e.g. eyeglasses, contact lenses) to be dispensed and report concerns to Center administrators.
• Collect data and prepare reports on Center efficiency (i.e. patient waiting time, examination length, and next appointment availability).
• Generate patient follow-up and recall notices.
• Create and/or complete forms, questionnaires or worksheets for administrative review or at the request of Center administrators to respond to information requests from internal or external sources.
• Maintain effective filing systems (hard copy and/or computerized systems) to ensure access to relevant records and information.
• Maintain effective reference materials and back-ups for hard copy and/or computerized information in order to ensure access to relevant information.

EQUIPMENT, SUPPLIES AND FACILITIES COORDINATION

• Use competently standard office equipment such as photocopier, calculator, computer, printer, fax machine to support functional activities of the Center.
• Maintain and provide relevant supplies, materials, forms and/or merchandise as appropriate for patients in order to support departmental goals and activities.

MAIL AND DELIVERY SUPPORT

• Mail patient satisfaction surveys.
• Collect and distribute incoming patient surveys for timely analysis.
• Mail patient follow-up and recall notices. 

SUPERVISORY ASSISTANCE

• Give directions to students and faculty as necessary in order to ensure that activities are completed. Assist in coordinating the completion of tasks involving other support staff, faculty and students.

TELEPHONE SUPPORT

• Place and receive calls about patient care activities and opportunities at the Center. Develop and maintain telephone activity logs.
• Answer departmental phones in a prompt and courteous fashion in order to respond to callers' inquiries; route calls to appropriate persons and take accurate messages.

TECHNICAL KNOWLEDGE AND SKILLS

• Demonstrate and maintain technical knowledge of the job and of related procedures and policies in order to provide high quality support to he department and its customers.
• Begin assignments without prompting, maintain productivity in both quantity and quality of work, and appropriately plan, organize and prioritize work in order to maximize the resource utilization of the department.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things in order to meet goals of continuous improvement.
• Identify, analyze and address problems in order to resolve issues whenever possible in a way that minimizes the negative impact on the organization.
• Make appropriate, timely and effective decisions in order to support the work of the department.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures and organizational structures in order to accommodate an evolving work environment.
• Build successful relationship with patients, co-workers, faculty, students, administrators, and the community at large. Communicate and work effectively as a team member in order to maximize the effectiveness of the work group.
• Exhibit maturity, reliability, composure and stability under pressure in order to handle on the-job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Work successfully with diverse others and uphold the University's commitment to equal employment opportunity and affirmative action in order to help the organization realize its commitment to excellence through diversity.

Other duties as assigned.

QUALIFICATIONS

• A bachelor’s degree is highly preferred or equivalent experience gained from working at a health care facility performing quality assurance and /or promotion functions and tasks.
• Must be available on evenings and weekends.
• Must have experience in composing letters, correspondence and documents independently , as well as making presentations to small groups of people.

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Work with special projects and assignments such as record maintenance, database management, etc.
Other related duties assigned by the Department Specialist or the Center Manager.

Minimum of two years of work experience in optical dispensing, preferably in a teaching institution or a private practice.
ABO certification or willingness to obtain certification highly desirable.
High school diploma and some college coursework is preferred.

Bachelor's degree or equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired is necessary.
At least five years of dispensary and benchwork experience is necessary.
ABO certification

BASIC FUNCTION AND RESPONSIBILITY

• To manage the operational, financial and personnel activities of the School of Optometry Center for Eye Care.
  

CHARACTERISTIC DUTIES

Staff

• Interview, select, train, evaluate and counsel all staff of the Center for Eye Care.
• Instruct and advise staff on changes in policies, procedures or working standards.
• Develop and update SOPs and staff manual as needed.
• Assure proper staffing at all Center locations.
• Develop, implement and monitor staff workload standards and productivity reports.

Operations

• Maintain Center patient records and financial database.
• Implement and assist in the development of Center policies and procedures that are consistent with university's
• Assure that all faculty credentials are maintained on file.
• Represent staff and participate in appropriate Center committee activities.
• Prepare annual budget and monitor revenue/expenditures during the year.
• Monitor Center operations and objectives to ensure the most effective services are being provided.
• Oversee development of Center statistics for analysis.
• Monitor Center billing functions and revenue status.
• Develop, delegate and monitor Center operational goals, objectives and programs, and ensure timely completion.
• Implement and assist in the development of quality assurance programs for the Center.
• Collaborate with all center and service administrators to ensure delivery of quality services.
• Confer with Center administrators and service chiefs to resolve operational problems and promote communications and good guest relations with patients and the public.
• Coordinate research and educational activities in order to support faculty in their involvement in these activities.
• Responsibility for addressing patient complaints.

SUPERVISION RECEIVED

• Direction is received from the Director of Optometric Services
  

SUPERVISION EXERCISED

• Administrative and functional supervision is exercised over the staff of the Center for Eye Care.
  

QUALIFICATIONS

• A master's degree in business, finance, management, or accounting is required along with 3 to 4 years of experience in a related field.
• Knowledge of budget management and financial reporting required along with excellent communication skills, verbal/written and analytical reasoning is necessary.

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• A bachelor's degree in business administration or health care administration necessary, Masters Degree a plus alongside an equivalent combination of experience from which comparable knowledge and abilities can be acquired is necessary. Human resource, especially personnel management issues is essential.
• Five to seven years experience in a management capacity in a health care setting is necessary. Optometric/oplithalmology experience highly desireable.
  
• Must possess excellent communication skills, both written and verbal.
  
• Excellent guest relations skills are required.
  
• Computer proficient including MS Office, practice management software and maintenance of financial databases, ability to function with confidence on e-mail and the internet and to learn new software programs with relative ease.

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BASIC FUNCTION & RESPONSIBILITY: Provides a broad and variable range of clerical and administrative support for Center for Eye Care administrators and administrative staff. Assists Center for Eye Care administrators and administrative staff in numerous areas typically including: visitor interaction, telephone assistance, correspondence & document preparation, scheduling support, equipment/supply/facility coordination, mail/delivery support; supervision of part-time/student workers, data management support.

ESSENTIAL DUTIES & RESPONSIBILITIES:

ATTENDANCE

• Report for scheduled work shifts in a dependable and timely fashion, in order to minimize the interruption or delay of regular work output for the Center for Eye Care.
• Occasionally work authorized overtime as business needs require in order to complete projects or meet heavy demand.

CORRESPONDENCE & DOCUMENT PREPARATION

• Accurately utilize typewriter and common word-processing software and equipment to type correspondence, reports, manuscripts, minutes, lists, form’s, and other documents from written drafts or dictating machine as directed--both for routine tasks as well as special major projects--in order to support in a timely fashion the work of Center for Eye Care administrators and administrative staff.
• Edit and proof materials for accuracy and compliance with guidelines; determine and utilize correct format, grammar, punctuation, and spelling.

CUSTOMER INTERACTION

• Answer common questions or give directions, in order to provide correct and timely information, guidance, and assistance.
• Appropriately refer to or seek assistance from Center for Eye Care administrators and administrative staff, in order to ensure that complex or unusual questions are answered in a correct and timely fashion.
• Listen carefully and provide appropriate remedies if possible, in order to answer questions or resolve problems.
• Maintain and provide supplies, materials, forms, and/or merchandise as appropriate, in order to support departmental goals and activities.

DATA MANAGEMENT SUPPORT

• Use standard spreadsheet or database software to store and retrieve data as requested.
• Post data entries in order to prepare data for processing or reporting.
• Maintain effective filing systems (hard-copy and/or computerized systems) to ensure access to relevant records and information.
• Maintain effective reference materials and back-ups for hard-copy and/or computerized information in order to ensure access to relevant information.
• Use standard web browsers to retrieve information or data as required.
• Provide services and/or back-up services and administrative support functions for various Center for Eye Care administrators and administrative staff by learning to effectively carry out a variety of general office duties.
• Perform a variety of administrative support functions for the Center for Eye Care, including, for example, preparation and distribution of faculty and student evaluations and other questionnaires; preparation of and record-keeping for equipment orders; periodic update of equipment inventories.

EQUIPMENT, SUPPLY, & FACILITIES COORDINATION

• Use competently, standard office equipment such as computer, photocopier, calculator, and fax machines, to support administrative activities of the Center for Eye Care.
• Maintains a minimum inventory of supplies for the School of Optometry and orders adequate levels of office and clinic supplies for the University Eye Center, Optometric Center, Harvester Eye Care and the East St. Louis Center.
• Respond to minor equipment problems in the Centers by replacing malfunctioning equipment with back-up units. Schedule routine, periodic preventive maintenance procedures.
• Notify Senior Engineering Technician of the need for instrument repair.
• Keep a log of all equipment and instruments checked out by students and faculty.
• Control all diagnostic and therapeutic pharmaceuticals used in patient care.
• Restock examination rooms of diagnostic pharmaceuticals and other supplies on a weekly basis.
• Stock and maintain office supplies to ensure availability when needed.
• At instruction of administrator, request purchases, repairs, maintenance, servicing in order to maintain Center facilities or equipment.
• Schedule and monitor the use of Center facilities or equipment; establish and maintain a general understanding of diagnostic equipment and operations for their patient care use.

MAIL & DELIVERY SUPPORT

• Coordinate incoming and outgoing packages to ensure timely distribution, including distribution to all Center sites.
• Coordinate delivery and pick-up of materials and packages to ensure timely distribution, including light hand delivery or occasional errands.

SCHEDULING SUPPORT

• Schedule, confirm, and maintain records of appointments, meetings, conferences for Center administrators and administrative staff in order to ensure correct and complete arrangements and communication.

TELEPHONE SUPPORT

• Answer phone in a prompt and courteous fashion, in order to respond to callers' inquiries, route calls to appropriate persons, or take accurate messages.

TECHNICAL KNOWLEDGE & SKILLS

• Demonstrate and maintain technical knowledge of the job (including competency with computer use for word-processing and spreadsheets) and of related procedures and policies, in order to provide high quality support to Center administrators and administrative staff.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures, and organizational structures, in order to accommodate a number of unique individuals in an evolving work environment.
• Build successful relationships with office visitors, administrators, faculty, co-workers, and students.
• Communicate and work effectively as a team member, in order to maximize the effectiveness of the work group.
• Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Begin assignments without prompting, maintain productivity in both quantity and quality of work, and appropriately plan, organize, and prioritize work, in order to maximize the resource utilization of the Center for Eye Care.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things, in order to meet goals of continuous improvement.

Other duties as assigned.

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BASIC FUNCTIONS AND RESPONSIBILITY

To perform complex / multiple clerical support functions. The positions are in the Center for Eye Care having a moderate volume of contact with faculty, staff, students, and the public where, due to the volume and type of serviced being provided there exists the potential for highly stressful and challenging encounters.

CHARACTERISTIC DUTIES

• Understand and subscribe to the Mission, Goals and Objectives of the University and the Center for Eye Care.
• Schedule all provider appointments, including scheduling and when necessary, coordinating ancillary testing when necessary and ensuring pre-certs and prior authorizations are received.
• Bump, cancel and handle no show appointments according to established process.
• Arrive patients to the optometric office practice. This process includes greeting the patient, verifying all personal information (address, telephone, email etc.) verify method of payment, verifying insurance, collecting co-payment when applicable, entering necessary information into the computer system, and providing any requested information to patients.
• Communicate any expected delays to patients and ancillary departments.
• Work with patients, families and or staff in handling and resolving problems that occur during the course of the visit.
• Educate and familiarize the College of Optometry students with the Center for Eye Care practices, service, procedures, equipment, paperwork and guest relations.
• Request, prepare and ensure the completeness of the patient’s medical records.
• Collect and make change for the payments received, complete receipt for patient, and follow appropriate University paperwork to records transaction.
• Compare daily cash amounts against daily transactions in order to ensure that records balance.
• Verify and coordinate patient referrals.
• Effectively utilize all computer systems.
• Prepare accurate billing documents utilizing knowledge of ICD-9, CPT-4 coding and managed care plans.
• Answer phone system, handle and / or redirect calls to the appropriate area; place calls as requested by supervisor.
• Effectively manage dynamic, potentially patient encounters.
• Maintaining the general appearance of the waiting room or reception area; straighten the magazines chairs and other light furniture.
• Maintain working knowledge of all office equipment, fax, copiers, phones, etc.
• Participate in quality improvement programs.
• Use excellent guest relation’s skills in interactions with patients, visitors and staff.
• Establish and maintain effective relationships with patients, visitors, optometrist, faculty, students, staff and other persons contacted in the course of work.
• Keep pace with a high volume of patients while performing multiple, sometimes complex tasks.

OTHER DUTIES AND RESPONSIBILITIES

Perform any other related duties as outlines within the Center Support staff functions and responsibilities as needed.

INTERACTIVE SKILLS

• Adapt to new work situations, people, ideas, procedures, and organizational structures in order to accommodate a number of unique individuals in an evolving work environment.
• Build successful relationships with office visitors, and administrators, faculty, co-workers, and students.
• Communicate and work effectively as a team member in order to maximize the effectiveness of the work group.
• Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the-job challenges.
• Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.
• Begin assignments without prompting, maintain productivity in both quantity and quality of work, appropriately plan, organize, and prioritize work in order to maximize the resource utilization of the Center for Eye Care.
• Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things, in order to meet goals of continuous improvement.

SUPERVISION RECEIVED

Direct supervision is received from the Patient Services Coordinator and / or Clinic Supervisor.

SUPERVISION EXERCISED

No supervision is exercised.

QUALIFICATIONS

A high school diploma; at least 2 years experience as a receptionist or in a position with related clerical, data entry and guest relations duties and skills; proficiency in MS Word and Internet; ability to demonstrate excellent written and verbal communications skills required.

Familiarity with Optometry, Ophthalmology, and / or health care; and / or proficiency with MS Outlook desired.

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BASIC FUNCTIONS AND RESPONSIBILITIES

To perform complex clerical work and supervise a small group a Patient Service Representatives within the Center for Eye Care. The position has a moderate volume of public contact where, due to volume and type of services being provided, there exists the potential for highly stressful and challenging encounters.

CHARACTERISTIC RESPONSIBILITIES

Subscribe to and ensure the Patient Service Representatives understand the University and Center for Eye Care Mission, Goals and Objectives.

Assign work / give directions to Patient Service Representatives in order to complete work assignments in a timely and accurate manner.

Coordinate Patient Service Representatives’ schedule to meet clinic demands.

Interview and evaluate the qualifications of applicants for Patient Service Representative positions in order to assist appropriate clinic staff in hiring decisions.

Assist in evaluating staff’s job performance and participate in annual performance evaluations of clinic support staff.

Counsel staff concerning work related performance problems in order to ensure that staff understands their responsibilities and to change the staff members behavior.

Orient and train new staff to perform standard work procedures and carry out assigned responsibilities.

Act as liaison between management, health care providers and support staff to ensure communication between these groups.

Instruct and advise support staff on changes in policies, procedures and working standards.

Ensure accurate information is entered into the computer system in order to maintain a current record of patient charges, information and schedules.

Monitor clinic clerical operations and objectives to ensure the most effective services are being provided and recommend changes which may improve quality of service to supervisor / administration.

Prepare a variety of reports documenting clinic activity.

Provide training to clinic staff as needed.

Perform duties of Patient Service Representative.

OTHER DUTIES AND RESPONSIBILITIES

Perform any other related duties as outlines within the Center Support staff functions and responsibilities as needed.

INTERACTIVE SKILLS

Adapt to new work situations, people, ideas, procedures, and organizational structures in order to accommodate a number of unique individuals in an evolving work environment.

Build successful relationships with office visitors, and administrators, faculty, co-workers, and students.

Communicate and work effectively as a team member in order to maximize the effectiveness of the work group.

Exhibit maturity, reliability, composure, and stability under pressure in order to handle on-the-job challenges.

Understand and abide by a high standard of professional ethics in order to ensure the integrity of the organization.

Begin assignments without prompting, maintain productivity in both quantity and quality of work, appropriately plan, organize, and prioritize work in order to maximize the resource utilization of the Center for Eye Care.

Independently contribute ideas and process improvements, and look for creative solutions and better ways of doing things, in order to meet goals of continuous improvement.

SUPERVISION RECEIVED

General supervision is received from the Clinic Supervisor.

SUPERVISION EXERCISED

Functional supervision is exercised over clinic support staff.

QUALIFICATIONS

A high school diploma; at least 4 years clerical experience including experience as a receptionist or in a position with related clerical, data entry and guest relations duties and skills; proficiency in MS Word and Internet; ability to demonstrate excellent written and verbal communications skills required.

Supervisory experience, experience in a professional office, familiarity with Optometry, Ophthalmology, and / or health care; and / or proficiency with MS Outlook desired