University of Florida Jacksonville Healthcare, Inc.

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CSR/MA Team Leader

at University of Florida Jacksonville Healthcare, Inc.

Posted: 8/3/2019
Job Status: Full Time
Job Reference #: 4283
Categories: Customer Service

Job Description


UF New Berlin Family 

Scope of the Job

Under the direction of the appropriate manager (Director, Practice Administrator, Operations Manager, Nurse Manager, or Office Manager), supervises and coordinates the day-to-day clinic activities and personnel issues for the front and/or back office staff located in the ambulatory setting.  Acts as a liaison with staff, departments/practices and patients.

Essential Functions


Maintains patient privacy.


Implements office procedures and coordinates appropriate front and back office support in conjunction with the planned activities of the ambulatory setting including, but not limited to: schedule maintenance, registration of patients, medical record maintenance/review, referral system, managed care programs, fee collection and appointment/discharge process.


With guidance from immediate manager, assists with personnel and payroll functions for assigned personnel including, but not limited to participating in the hiring process, training process and continuous coaching and feedback for the staff in relation to their performance.


Ensures appropriate budgetary standards are implemented and maintained for labor and supply monitoring for front, back, and clinical offices.


Ensures compliance of regulatory and organizational policies and procedures, and recommends changes in the department policies and procedures as identified.

Participates in regulatory and proficiency checks for quality management and accreditation requirements.


Implements and monitors managed care referral process to ensure accurate and consistent appointment process, results maintenance, and authorizations for specialty appointments.


Institutes and maintains a high level of customer service in the front, back, and clinical office areas in regards to patient, physician and inter-departmental contact made in person or by telephone.

Performs all CSR and MA job functions.



Must be able to perform under stress when confronted with emergency, critical, or unusual situations.  Must be capable of dealing with periodic cyclical workload pressures and levels of responsibility.  Required to make independent judgments without supervision.  Must be able to make generalizations, evaluations, or decisions based on sensory or judgmental criteria.  Must have the adaptability to perform a variety of duties, often changing from one task to another of a different nature


Working knowledge of patient billing including CPT4 and ICD-9 coding, medical terminology and various payor classes.  Working knowledge of HMO’s, Medicare, Medicaid, PPO and Third Party Payors.  Above average written and verbal communication skills.  Requires excellent decision making skills and initiative.  Demonstrates ability to be fair-minded and objective.  Ability to work well under pressure.  Ability to prioritize and handle several functions/tasks at one time.  Demonstrates client service knowledge.  Basic arithmetic skills.  Data entry experience required.  Thorough knowledge of clinical support functions including, but not limited to registration, scheduling, insurance coordination of benefits, managed care and collections.  Thorough knowledge of clinical support functions to include special procedures, venipuncture, specimen collection and processing.


One year of experience with third party payors.  One to three years of operational experience in an ambulatory practice setting in the same or similar specialty required.  One year computer experience with HBOC and IDX, or other practice management system preferred.  Experience with spreadsheet and word processing programs.  Minimum 2 years experience in an ambulatory setting (physician’s office, emergency department, hospital clinic).

Education & Certifications

High school diploma or GED equivalent required.  Graduation from approved Medical Assistant program.  Graduation from EMT or military Emergency Medical Technician school may be substituted.  ICD-9 and CPT coding required.  Completion of a standard medical terminology course would be helpful, but not required.  Maintains current BLS certification.  Medical Assistant and/or EMT certification. 


UFJPI is an Equal Opportunity Institution