Patient Service Representative

St. Charles Health System•Prineville, OR

13d•Onsite

About The Position

The Patient Service Representative (PSR) serves as a liaison between patients and professional staff by handling clerical, reception, and administrative tasks. PSRs collaborate with clinical staff to help provide comprehensive and compassionate care across St. Charles Health System ambulatory outpatient service lines and specialties. The role does not directly manage other caregivers. The position supports patient access and clinic operations through appointment scheduling, insurance eligibility and authorization coordination, patient registration, payment processing, document handling, and customer service. It also helps maintain clinic readiness, supports onboarding of new caregivers, and contributes to a safe, professional, confidential, and continuously improving care environment. The position is based in Urgent Care in Prineville, Oregon, and has a variable shift and variable scheduled days.

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 and interpersonal skills, including the ability to interact professionally with diverse populations and internal and external customers.
Strong teamwork and collaboration skills.
Ability to multitask and work independently, with attention to detail and strong organizational skills.
Written and oral communication and customer service skills, including 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 skills and experience, particularly with electronic medical records systems and MS Office.
Ability to wear appropriate 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 according to department guidelines, supporting 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 results 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 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 an After Visit Summary upon request, schedule follow-up visits as needed, and collect outstanding copays for the day’s services.
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.
Collect, locate, distribute, fax, scan, and index patient documents and medical records; open and distribute incoming mail and paper and electronic faxes.
Provide timely, efficient, accurate customer service and direct or assist patients as needed.
Facilitate or arrange interpretive services for patients as 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 professionalism and confidentiality; comply with applicable laws, regulations, policies, and procedures and support organizational integrity efforts.
Perform additional duties of similar complexity as required or assigned.