PSR - Patient Service Representative II - JEC Clinic

OU Health•Oklahoma City, OK

About The Position

The Patient Services Representative II coordinates patient schedules in an outpatient clinic and provides clerical assistance to support smooth clinic operations. The role involves scheduling appointments, supporting patient access and referrals, assisting with insurance and financial processes, maintaining patient records, and communicating professionally with patients, coworkers, and clinical teams. The representative also participates in quality improvement activities, maintains patient confidentiality, and supports professional development through in-service meetings and education programs.

Requirements

High school diploma or GED.
At least 3 years of customer service experience, including at least 6 months in a clinical environment.
Advanced verbal and written communication skills.
Advanced customer service skills.
Advanced ability to work effectively with other employees, patients, and external parties.
Advanced proficiency with Microsoft Office tools.
Knowledge of hospital policies and procedures.
Keyboarding skills sufficient to meet the position's requirements.

Responsibilities

Schedule patient appointments by telephone or in person and provide information about clinic operations.
Collect and update patient demographic information.
Answer telephone calls and direct them to the appropriate people; report the abandon call rate in Tiered Huddles.
Coordinate schedules for patients requiring multiple services, communicating with nursing and provider teams as needed.
Verify insurance eligibility, secure referrals, follow up on referral status, complete insurance denials, and work with providers to obtain information for appeals.
Greet patients arriving for scheduled appointments; accept payments and provide receipts.
Distribute encounter forms and check them for completeness and accuracy; ensure resident and faculty signatures are present on encounter forms and charts.
Copy insurance cards and upload them to the electronic medical record (EMR) as appropriate.
Balance and close the personal cash drawer reconciliation daily.
Prepare ancillary forms for other services, such as x-rays and vascular services.
Promote the Patient Portal for communication between patients and the clinic.
Pull patient charts for appointments and file laboratory, x-ray, hospital, and other information in charts.
Copy medical records for patients and other providers or facilities; create new patient charts or information packets.
Validate that handouts are within their compliance dates and request medical records from other facilities.
Discuss patient financial accounts and collect and verify proof of income to determine applicable sliding-scale discounts.
Obtain insurance prior authorization for prescribed services; secure referrals to other providers and from primary care providers for HMO patients.
Monitor and act on referral work queues in the EMR, transcribe outside referrals into the EMR, and coordinate the referral process to support patient access to clinical care.
Dispense supplies as needed and notify the appropriate person when supplies are low and need reordering.
Participate in Quality Improvement activities.
Type notes and letters for physicians by letter or patient portal, and prepare immunization cards as needed.
Sort and distribute mail.
Communicate professionally with patients of all ages and work with coworkers in a team-oriented manner.
Maintain patient confidentiality and enhance professional growth through in-service meetings and education programs.
Perform other duties as assigned.