Patient Service Representative
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 help provide comprehensive and 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 recording patient and insurance information, processing payments, maintaining appointment and registration records, supporting communications and document workflows, and preparing patient-facing areas. The representative provides courteous assistance to patients and caregivers, maintains confidentiality and professionalism, and supports the organization's vision, mission, values, and continuous-improvement efforts. This is a regular, 40-hour-per-week, first-shift position scheduled Monday through Friday, 7:30 a.m. to 4:30 p.m. The work location identified in the posting is the Preoperative Medicine Clinic in Bend, Oregon. The role requires the ability to travel to business functions, trainings, meetings, and St. Charles Health System worksites.
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 interact and communicate effectively with all levels within the 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 strong organizational, written and oral communication, and customer service skills, including in stressful personal interactions.
- Ability to perform basic arithmetic and intermediate to advanced mathematical calculations.
- Ability to read, write, speak, and understand English.
- Basic to intermediate ability and experience with computer applications, specifically electronic medical records systems and MS Office.
- Ability to wear the personal protective equipment required to perform the job safely.
Nice To Haves
- One year of clerical support experience in a healthcare setting or related experience.
- Basic medical terminology.
Responsibilities
- Schedule appointments accurately according to department guidelines, maximizing patient access and provider utilization.
- Maintain appointment requests, waitlists, and follow-up reports in the electronic health system.
- 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, reconcile daily schedules with appointment reports, and 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 and process patient payments, including copayments, coinsurance, prepayments, deductibles, and self-pay balances; complete daily deposits and batch reports.
- Provide printed After Visit Summaries upon request, arrange follow-up appointments as needed, and collect outstanding copayments at check-out.
- Maintain patient-access departmental files, programs, and lists.
- Perform daily readiness tasks, including preparing computers, equipment, kiosks, waiting areas, and check-in 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.
- Locate and distribute patient documents and information to appropriate staff; fax, scan, and index medical records in the document management system.
- Open and distribute incoming mail and paper or electronic faxes.
- Provide timely, efficient, accurate customer service and patient assistance, including arranging interpretive services when needed.
- Support Lean continuous-improvement principles and help maintain a safe environment for caregivers, patients, and guests.
- Support onboarding of new caregivers in the department.
- Maintain professional and confidential conduct, comply with applicable laws and policies, report known or suspected violations, and cooperate with organizational investigations and proceedings.
- Perform additional duties of similar complexity as required or assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
