Patient Services Representative I - Otolaryngology, Highlands Ranch

Patient Services Representative I - Otolaryngology, Highlands Ranch

University of Colorado | Aurora, CO, 80041, US
Salary Range:$37,000 – $43,000 Salary range estimated by Zippia

Posted 5 days ago

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University of Colorado | CU Anschutz Medical Campus

School of Medicine | Dean's Office, Community Practice Division

Official Title: Administrative Assistant II

Working Title: Patient Services Representative I - Otolaryngology, Highlands Ranch

Position #00802500 - Requisition #27576

* Applications are accepted electronically ONLY at *

The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:



Exemptions vary by campus location/department.

Campus/Unit-Specific Exemptions:

* Anschutz Campus - Accommodations may be granted for medical or religious reasons.
* Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.
* Consolidated/Central Services Administration - Accommodations may be granted for medical or religious reasons.

The University of Colorado Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.

The School of Medicine Dean's Office, Community Practice Division has an opening for a 0.2 FTE part-time University Staff (unclassified) Patient Services Representative I position.

The University of Colorado Anschutz Medical Campus is a world-class medical destination at the forefront of transformative science, medicine, education and patient care. The campus encompasses the University of Colorado health professional schools, more than 60 centers and institutes, and two nationally ranked independent hospitals - UCHealth University of Colorado Hospital and Children's Hospital Colorado - that treat more than two million adult and pediatric patients each year. Innovative, interconnected and highly collaborative, the University of Colorado Anschutz Medical Campus delivers life-changing treatments, patient care and professional training and conducts world-renowned research fueled by over $650 million in research grants. For more information, visit

Position Summary:

Responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules and University of Colorado School of Medicine Confidentiality Policy. Ensures clear and timely communication including patient appointment status to clinical department(s). Assists in overall department work that may include overflow from other departments and/or locations.

Examples of Work Performed:

* Acknowledges and welcomes patients and visitors; sets the tone for a positive experience.
* Checks patients in and out for appointments, schedules follow-up appointments at time of discharge.
* Verifies patient and insurance information, while accurately documenting necessary modifications into the Electronic Health Record (EPIC).
* Answers multiple phone lines in order to fulfill patient needs over the phone.
* Monitors provider schedules daily to ensure that all open appointment slots are filled same day and schedules are free of roadblocks.
* Reviews the Daily Appointment Report three to five days in advance for patient appoints to ensure referral accuracy.
* Collects patient copays and balances drawer daily.
* Prepares patient charts as directed.
* Must be able to recognize and respond appropriately to urgent/emergent situations according to protocols.
* Demonstrates responsibility and accountability for all reception, registration and front-end practices.
* Demonstrates excellence in customer service and satisfaction levels for internal and external customers; this includes regular review of patient survey information, responding to patient or provider concerns, and efficient resolution of RL events.
* Establishes and maintains effective working relationships with leadership, physicians, and colleagues, addresses concerns in a forthright manner.
* Focuses self and others on achieving quality and financial outcomes in a responsive timely manner.
* Provides vision and planning to meet goals; welcomes innovation and new approaches to reach new heights in quality and service.
* Performs core responsibilities of position efficiently and effectively within parameters of organization policies, procedures and external governmental agencies.

Personal Relationships:

* Must be able to establish and maintain effective working relationships with providers, managers and colleagues.
* Must be able to maintain a high level of adaptability and excel with interpersonal skills.

Internal Contacts:

* Within Department
* Cross-departmental
* Physicians
* APPs
* Students
* Management
* Faculty
* Risk Management
* Safety & Infection Control
* Marketing
* Business Office

External Contacts:

* Patients
* Families
* Vendors
* Insurance Companies
* Regulatory Agencies
* Media
* Miscellaneous business partners, utilities, etc.
* Visitors
* Other healthcare agencies

Physical Requirements & Working Conditions:

The physical demands, work environment factors and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* N= Not at all
* R= Rarely: Less than once an hour
* O= Occasional: 1-4 times/hour or up to 1/3 of the shift
* F= Frequent: 5-12 times/hour or up to 2/3 of the shift
* C= Constant: More than 2/3 of the shift







Push or pull with hands/arms




Lift hands above head


Walk on uneven &/or slippery surfaces


Climb or balance




Stoop, kneel, crouch, crawl, bend


Use of hands


Climb stairs


Forceful grip w/ hands




Reach w/ arms




Lifting up to 10 lbs


Work in outdoor weather conditions


Lifting up to 25 lbs


Awkward postures


Lifting up to 50 lbs


Close vision (20" or less)




Distance vision (20' )


Interpersonal skills


Peripheral vision


Ability to adjust focus


Depth perception


Work in a loud environment


Note: This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Minimum Qualifications:

* At least two years of patient/client-facing experience

Substitution: Appropriate education will substitute for the required experience on a year-for-year basis.

Applicants must meet minimum qualifications at the time of hire.

PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.

Conditions of Employment:

* Current Basic Life Support (BLS) for Healthcare Providers issued by American Heart Association or American Red Cross healthcare provider level CPR certification or certification within 90 days of hire.
* Complies with applicable University of Colorado School of Medicine, Community Practice mandatory education and training.
* Maintains all required licensure and certifications for position.
* Must be able to work in-person.
* Must be able to travel to alternate locations as assigned.

Preferred Qualifications:

* College graduate.
* Customer service experience.
* Understanding of patient registration and insurance processes.
* Understanding of HIPAA practices and patient confidentiality.
* Medical office experience.
* EPIC experience.
* MS Office experience.
* Bilingual, Spanish-speaking.

Knowledge, Skills, & Abilities:

* Ability to maintain a positive attitude with clients, employees, and management.
* Ability to work quickly - individually and as part of a team.
* Ability to read, analyze, and interpret policies, documents, and regulations.
* Must be detail-orientated and maintain excellent organizational skills.
* Must be tech savvy (ability to understand, apply, and benefit from technology).
* Ability to effectively communicate at all levels, to include physicians, leadership, and staff.
* Ability to work within large, complex healthcare systems.
* Ability to maintain confidentiality and communicate in person, by phone or in writing.
* Ability to attest to computer proficiency and learn new computer applications.
* Ability to keyboard/type, write legibly, and accurately record information.
* Ability to analyze and interpret data.
* Ability to organize workflow with particular focus on tracking patient care and improving patient flow.
* Ability to deal calmly and courteously with people.
* Effectively copes with a fast-paced environment and typical job stressors.
* Ability to manage time and work tasks.
* Ability to follow oral and written instructions and established procedures.
* Ability to multitask efficiently and effectively while maintaining quality control standards.
* Ability to maintain accuracy, consistency, and confidentiality.
* Ability to perform basic filing, office procedures, and word processing.
* Demonstrates personal integrity, honesty and sincerity at all times.
* Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.

Salary and Benefits:

The starting rate (or hiring rate) for this position begins at $7,231.34 per year (0.2 FTE).

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

This position is eligible for overtime compensation.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.


Total Compensation Calculator:

Diversity and Equity:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ community, and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.