Scheduled Hours

40

Position Summary

Position is responsible for operational management of clinical services in the Program in Physical Therapy. This includes all operations necessary to deliver services such as electronic medical records systems, patient services/satisfaction, physician relationships, staff supervision (clinical and clerical), and quality/performance improvement; will include technical training and optimization processes aimed at supporting increased quality and efficiency. This position will also interface with person(s) responsible for scheduling/registration. Participates in the strategic planning and overall development of clinical services.

Job Description

• Manages clinical operations across multiple clinical practice locations within the Program in Physical Therapy. Travel to alternate clinical practice locations in the St. Louis region required. Works to maintain and grow services by developing positive customer relationships and high levels of customer satisfaction. Provides management direction and assistance in resolving issues and complaints by team members, therapists, patients and referring physician offices.
  • Maximizes operational efficiency by ensuring appropriate staffing levels and by implementing standardized workflows/procedures across clinical practices.
  • Collects and analyzes scheduling call center metrics to include total monthly incoming and outgoing calls, speed of answering, hold times, abandoned calls, and maximum delays to maximize customer satisfaction.  
  • Ensures all positive and negative feedback is resolved in a timely manner.
  • Answers scheduler or front desk staff questions, guides them through difficult calls or scheduling issues, defuses tense patient situations, and handles issues that cannot be resolved by the scheduling or front desk team member.
  • Creates and promotes a patient-friendly environment with focus on patient’s individual needs.  
  • Interacts and collaborates with therapy providers and work study students to provide direction and oversight of schedules and workflows.  
  • Implements, reviews, assists, promotes and maintains office policies/procedures and clinical workflow patterns.  
  • Organizes and assigns ongoing education for staff on clinical practice workflows. 
  • Serves as liaison to internal/external vendors, facilities, program personnel, patients and/or families as needed.
  • Ensures monthly and annual petty cash and PCI DSS compliance.
  • Processes all incoming medical record requests.
• Regularly engages with physician referral source offices to cultivate and strengthen referral channels and foster positive professional connections.
  • Coordinates with personnel in other specialty departments to ensure optimal relationships and management of patient referrals/scheduling.
• Oversees coordination and delivery of patient services, ensuring quality care is provided in an efficient and cost effective manner. Develops and implements performance and quality improvement processes and monitors for effectiveness.
  • Engages registration, scheduling and therapy tech staff members in weekly meetings to encourage cooperative and synchronized processes across all operational sites. 
• Interfaces with clinical support services and assures processes for scheduling, registration, and technical training to ensure job knowledge and processes are relevant, effective and efficient.
  • Oversees referral and registration WQs in Epic and incoming electronic fax referrals.
  • Serves as Program liaison to the Medical School Faculty Practice Plan, Environmental Health and Safety, Infection Prevention, and HIPAA Privacy Office.
  • Prepares clinical practice locations for regulatory inspections and performs inspection walk through with FPP, EH&S, IP and HIPAA representatives. Will require travel to each clinical practice location.
  • Provides ongoing education regarding HIPAA/Information Security issues and best practices.     
  • Serves as Program committee member for the Call Center Consortium, Clinical Administrators Committee, Clinical Operations Committee, and HIM Advisory Committee.
  • Serves as Program elevated user for PolicyTech and Relatient.
• Manages multiple clinical practice locations. Duties include identifying staffing needs, position development, hiring, training and competency development, mentoring and evaluation of performance as it relates to day-to-day practice and future needs. Assures therapy provider licensing and all clinical team member’s certifications and required learning courses are up to date/current.
  • Manages personnel matters, makes hiring decisions, coordinates performance evaluations, counseling and terminations. 
  • Serves as direct manager to Supervisor - Clinical Office, CSR III Front Desk and Scheduling leads, CSR II Schedulers and CSR II Therapy Techs. 
• Participates in development of operational supply budget and is responsible for implementation and management, overseeing and approving supply purchases and educational requests for staff. Develops and implements methods for managing inventory levels to promote cost containment efforts. Ensures coordination and maintenance of related spaces, equipment and supplies. Provides reports, analysis and maintains records as required.
  • Manages the clinical supply planning, budget and ordering process. 
  • Manages the computer inventory for clinical support staff. 
• Ensures patient safety at all times and educates/reinforces safety related policies, procedures and practices. Works closely with Division Director of Clinical Practice and Faculty Practice Plan to initiate new policies/procedures and quality control indicators through quality assurance and risk management programs. Maintains compliance with existing policies and procedures.
  • Validates and verifies emergency processes and equipment within clinical practice sites on monthly basis to ensure proper compliance.
  • Serves as Emergency Preparedness Coordinator at multiple clinical practice locations and maintains emergency response supplies.
  • Trains all new clinical providers and staff on Clinic Specific Safety processes when the position commences, when changes to regulations occur, and no less than annually thereafter.
• Coordinates the development of operational plans to support the implementation and ongoing workflow of new practice locations.
  • Establishes new Epic locations, appointment types, scheduling subgroups, process documents, emergency processes and clinical flow outlines.
• Perform other duties as assigned.

Working Conditions:
Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at desk or table

• Repetitive wrist, hand or finger movement

• Ability to move to on and off-campus locations; Travel to alternate clinical practice locations in the St. Louis region required

• Ability to lift ten lbs. from floor to waist and carry ten lbs. for short distances

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

The list below may include all acceptable certifications and issuers. More than one credential or certification may be required depending on the role.

Advanced Cardiovascular Life Support (ACLS) - American Heart Association, Basic Life Support - American Heart Association, Basic Life Support - American Red Cross

Work Experience:

Management (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Washington University seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

Master's degree

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

Communication, Confidentiality, Critical Thinking, Customer Service, Data Compilation, Detail-Oriented, Effective Listening, Establishing Procedures, Front Desk Operations, Insurance Verification, Interactive Communication, Interpersonal Communication, Medical Records Management, Multitasking, Organizational Processes, Patient Interactions, Patient Services, People Management, Problem Solving, Regulatory Requirements, Safety Practices, Schedule Management, Scientific Thinking, Solutions Development, Technical Knowledge

Grade

C14

Salary Range

$74,900.00 - $116,000.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.