Patient Service Representative

St. Charles Health System•Prineville, OR

15d•$21 - $28

About The Position

The Patient Service Representative (PSR) serves as a liaison between patients and professional staff, handling clerical, reception, and administrative tasks across St. Charles Health System ambulatory outpatient services. PSRs collaborate with clinical staff to support comprehensive and compassionate care. This position does not directly manage other caregivers. The role includes scheduling appointments, completing insurance eligibility and financial clearance tasks, registering patients, processing payments, and supporting daily clinic operations. It also involves assisting patients, coordinating interpretive services when needed, maintaining records and work queues, and delivering timely, accurate, professional customer service. The role supports organizational values, Lean continuous improvement, a safe environment, confidentiality, and compliance with applicable laws and policies. The position is 40 hours per week, with variable shifts and scheduled days. It requires travel to business functions, trainings, meetings, and St. Charles Health System worksites. The employee must be able to wear appropriate personal protective equipment.

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.
Attention to detail and excellent organizational, written, oral communication, and customer service skills, particularly 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 appropriate personal protective equipment required to perform the job safely.
Ability to speak clearly and audibly and hear normal speech level.

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.
Maintain appointment requests, waitlists, and follow-up reports using the electronic health system.
Perform real-time insurance eligibility checks and use the results 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 demographic, insurance, and billing information during scheduling, check-in, and check-out.
Request and process patient payments, including copays, coinsurance, prepayments, deductibles, and self-pay balances; 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 clinic readiness activities, including preparing computers, equipment, kiosks, waiting areas, check-in areas, and supplies.
Process and resolve incoming and outgoing electronic and telephone messages, worklist entries, and basic electronic health record work queue items according to protocols.
Collect, locate, and distribute patient documents and information to appropriate staff.
Fax, scan, and index medical records into the document management system.
Open and distribute incoming mail and paper or electronic faxes.
Provide timely, efficient, accurate customer service and patient care that promotes goodwill.
Support the organization's vision, mission, and values, and provide direction and assistance to patients as needed.
Facilitate scheduling of or arrange interpretive services for patients as needed.
Support Lean continuous improvement and act as a champion of change.
Help maintain a safe environment for caregivers, patients, and guests.
Support onboarding of new caregivers to the department.
Conduct work professionally and confidentially; comply with applicable laws, regulations, policies, and procedures; report known or suspected violations; and cooperate with organizational investigations and proceedings.
Perform additional duties of similar complexity as required or assigned.