500435 - The Operations Coordinator serves as the primary point of contact for Counseling and Psychological Services (CAPS) for internal and external constituencies, often handling complex, highly confidential and sensitive matters. The position is responsible for the day-to-day administrative operation of CAPS including opening/closing procedures, phone/messaging system, submitting work orders, and resolving operational issues.
The Operations Coordinator is the point of contact for Marketing & Communications related to both locations (CAPS and Student Health Center), working with the Marketing Coordinator to promote services and programs to eligible students. The position also coordinates the external referral process for both locations, as well as the internal referral process between both locations to support integrated student care.
Integrated Clinical Operations
- Coordinates and maintains external referral process for both locations (CAPS and Student Health Center) including Thriving Campus, referral contact lists, and related correspondence with external offices and students
- Coordinates the internal referral process between both locations (CAPS and Student Health Center) to support integrated student care
- Serves as point of contact for Marketing & Communications related to both locations (CAPS and Student Health Center), working with the Marketing Coordinator to promote services and programs to eligible students and coordinate website edits
- Develops guidelines and trains clinical operations staff (both locations) on customer service including triaging walk-ins and dealing with difficult customers (students, parents, employees)
- Provides logistical support for special programs and events, including requesting space, arranging for food, A/V, etc. for both locations
- System Administrator - EMR (Titanium); Manages clinical appointment scheduling system in EMR - CAPS; analyzes key performance indicators and makes recommendations on scheduling process based on demand for services.
- Manages students' protected health information (medical records) in compliance with Virginia State law; processes documents and reports from other departments and ensures most recent communication is added to patient record.
- Ensures adherence to established medical record management practices; maintains compliance with HIPAA and FERPA.
- Oversees and maintains all confidential student medical records; fulfills requests for active and archived medical records; evaluates records for completeness and accuracy; purges and prepares records for archiving - CAPS
- Serves as Operations representative in meetings with the CAPS Leadership Team. Orients new CAPS staff with regard to office operation functions.
- Maintains accurate documentation of opening/closing procedures; trains Clinical Operations Staff on opening/closing, reception and appointment scheduling policies and procedures - CAPS.
- Oversees multi-line phone system and messaging system, including after-hours care and departmental email accounts - CAPS.
- Oversees department fax, copiers, printers, and scanners - CAPS.
- Oversees the organization of departmental BOX folders and related shared files - CAPS.
- Submits Work Orders to University Facilities for repairs - CAPS.
- Serves as point of contact with the Budget Coordinator, purchasing supplies, forwarding invoices for payment, providing receipts, and maintaining accurate budget tracking sheets - CAPS
- Oversees staff professional memberships including renewal and payment with Budget Coordinator - CAPS.
- Assists with travel coordination as needed - CAPS.
- Oversees process for recording and distributing minutes of staff meetings and Governing Body meetings - CAPS.
- Performs opening and closing procedures for Student Health Center and CAPS.
- Utilizes a multi-line phone system, department email accounts, fax, copiers, printers and scanners as modes of communication in the clinical setting; assists with troubleshooting technology, communicating with the Assistant 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 clinical staff as needed.
Patient Registration & Appointment Scheduling:
Primary location is CAPS, weekly assignment to SHC---approximately 20% per week dependent on need
- Serves as the first point of contact for students seeking services at Student Health Center and CAPS.
- 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 clinic check-in and check-out.
- Greets visitors, screens calls and emails, takes messages, and takes any necessary/appropriate action to serve patients.
- Assists students with any required intake forms or assessments.
- 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.
- Utilizes specialized software and EHR to schedule patient appointments at Student Health Center and CAPS.
- Communicates with clinical staff and students as needed to successfully schedule appointments based on established parameters in each clinic.
- Prepares student medical record for clinical visit.
- Communicates with Assistant Director, Operations as needed to resolve any scheduling challenges.
- Assists with analyzing data to evaluate clinic schedules and patient appointments, and other key performance indicators.
EDUCATION & EXPERIENCE:
- Strong interpersonal and communication skills
- Ability to compassionately and calmly interact with individuals who are distressed. Communicates 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 multi-task, and re-prioritize 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, Banner, Audix, and Internet-based tools
- Ability to learn and become proficient in specialized software used in Student Health Center and CAPS locations
- Mental Health First Aid Certification required within 1st year of hire
- Ability to attend annual trainings and medical screenings required for assignment in a medical clinic.
- Knowledge of HIPAA and FERPA standards applicable to duties and responsibilities. Ability to maintain patient/client confidentiality.
- HS diploma or GED is required; Bachelor's degree preferred
- 2-4 years of experience in the health care delivery industry preferred, including experience with medical terminology and software
- 2-4 years of comparable experience in a higher education setting preferred
- 3-5 years of customer service - preference given to patient experience
- 3-5 years of record-keeping preferred
- Training and supervision experience 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
- Full-time, non-exempt position
- Monday - Friday, 8:30 a.m. - 5:00 p.m.; 7.75 hrs./day; 38.75 hrs./week
- Flexibility to work evenings and weekends based on need
Pay Grade 4 (Hiring Range $17.18 to $21.48 per hour)COVID-19:
The University of Richmond requires COVID-19 vaccinations for all students, faculty, and staff. The University allows exemptions to this requirement for religious, medical and strong personal conviction reasons. All newly hired employees must report their status within the first two weeks of employment. 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
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