Patient Service Representative

St. Charles Health System•Redmond, OR

13d•Onsite

About The Position

The Patient Service Representative (PSR) serves as a liaison between patients and professional staff by handling clerical and reception responsibilities and assisting with administrative tasks. PSRs collaborate with clinical staff to support comprehensive, compassionate health care across St. Charles Health System ambulatory outpatient service lines and specialties. This position does not directly manage other caregivers. The role supports patient scheduling, pre-arrival and financial clearance, patient registration, clinic operations, and customer service. It includes scheduling appointments according to department guidelines; verifying insurance eligibility and authorizations; maintaining accurate patient registration and payment records; supporting daily clinic readiness; processing messages and documents; and assisting patients with directions and interpretive services. The position is based at the Sleep Center in Redmond, Oregon, and is a regular, 40-hour-per-week, first-shift role.

Requirements

High school diploma or GED.
Ability to travel to business functions, trainings, meetings, and all St. Charles Health System worksites.
Ability to work as part of a care team with providers and clinical staff.
Excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.
Ability to communicate effectively with all levels within St. Charles Health System and with external customers, clients, and potential employees.
Strong teamwork and collaboration skills.
Ability to multitask and work independently, with attention to detail and excellent organizational skills.
Written and oral communication and customer service skills, particularly when handling stressful personal interactions.
Ability to perform basic math calculations and intermediate-to-advanced math involving analysis, statistics, significant data, or number manipulation.
Ability to read, write, speak, and understand English.
Basic-to-intermediate computer ability and experience, specifically with electronic medical record systems and Microsoft Office.
Ability to wear the appropriate personal protective equipment required to perform the job safely.
Ability to meet the stated physical requirements, including prolonged speaking and hearing normal speech, frequent sitting, standing, walking, lifting 1–10 pounds, and keyboard operation.

Nice To Haves

One year of clerical support experience in a healthcare setting or related experience.
Basic medical terminology.

Responsibilities

Schedule appointments according to department guidelines to maximize patient access and provider utilization.
Use the electronic health system to maintain appointment requests, waitlists, and follow-up reports.
Perform real-time insurance eligibility checks and use the information to route scheduling requests or schedule appointments.
Ensure authorizations are linked to appointments at check-in and reconcile daily schedules with appointment reports.
Resolve registration-related work queue items before encounter closure.
Accurately record patient demographics, insurance, and billing information during scheduling, check-in, and check-out.
Request patient payments courteously and confidently; process copays, coinsurance, prepayments, deductibles, and self-pay balances; and complete daily deposits and batch reports.
At check-out, provide a printed After Visit Summary upon request, schedule follow-up visits as needed, and collect any remaining copay due for the day’s services.
Maintain patient-access departmental files, programs, and lists.
Perform daily readiness tasks, including turning on computers and equipment, preparing kiosks and patient areas, and stocking supplies.
Process and resolve incoming and outgoing electronic and telephone messages, worklist entries, and basic electronic health record work queue items according to established protocols.
Collect, distribute, locate, and route patient documents and information to appropriate staff.
Fax, scan, and index medical records into the document management system; open and distribute incoming communications, including mail and paper and electronic faxes.
Provide timely, efficient, accurate customer service and patient assistance, promoting goodwill and supporting the organization’s vision, mission, and values.
Arrange interpretive services for patients as needed.
Support Lean principles of continuous improvement and function as a champion of change.
Maintain a safe environment for caregivers, patients, and guests.
Support onboarding of new caregivers to the department.
Maintain professionalism and confidentiality; comply with applicable laws, regulations, policies, and procedures; act ethically, report known or suspected violations, and cooperate with organizational investigations and proceedings.
Perform additional duties of similar complexity as required or assigned.