Patient Service Representative-Hem-Oncology

Palomar Health•Escondido, CA

13d•$23 - $33

About The Position

The Patient Service Representative (PSR) is the face of Palomar Health Medical Group and supports patient care, service excellence, and operational efficiency. The role greets and checks in patients, answers phones, records accurate patient information, and helps maintain patient flow. The PSR schedules walk-in appointments, verifies insurance information, explains billing procedures, collects patient payments, prepares and files forms, and processes medical records. Employees may be assigned to different units, departments, clinics, or locations according to staffing levels, patient volume, and organizational needs. The PSR provides friendly, professional service to patients, family members, staff, and providers. The position handles incoming and internal calls, completes follow-up and outreach calls, supports appointment and wellness-visit scheduling, and manages patient portal messages. It also verifies registration, insurance, personal, and health information; collects payments and balances daily receipts; safeguards protected health information in accordance with HIPAA; and serves as receptionist for outside vendors and contractors. The PSR may recommend process improvements focused on patient flow, satisfaction, and quality, and performs other duties as assigned while following applicable organizational policies, laws, and standards.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a customer service position.
Ability to speak and read English sufficiently to perform the essential functions of the position.
Knowledge of standard office equipment, including a calculator, fax machine, and photocopier.
Personal computer and software skills, including MS Windows, Excel, Access, Word, PowerPoint, internet, and e-mail.
Windows computer skills, including keyboarding and use of a mouse or keys, drop-down menus, scroll bars, folders, and copying; these skills are required upon employment or within the first two weeks of employment.
Ability to follow organizational rules, policies, procedures, applicable laws, and standards.

Nice To Haves

Two to three years of experience, preferably in a medical practice setting.
Working knowledge of contracted insurances, patient benefits, and third-party requirements.
Medical Administrative Certification.

Responsibilities

Greet and check in patients, and guide them through self-service kiosks when applicable.
Answer high volumes of internal and incoming calls from referring providers and resolve queries promptly.
Ensure patients complete required forms and provide signatures; accurately enter registration information.
Verify patient insurance, personal, and health information at the time of service, and scan insurance cards and identification into patient files.
Schedule walk-in appointments and complete outbound calls regarding missed appointments, tasked messages, outreach, Medicare wellness visits, Transact Rx authorizations, and referrals.
Monitor daily schedules and lobby activity, follow up with Back Office staff as needed, and support smooth patient flow.
Maintain a clean, professional lobby environment.
Collect co-payments, co-insurance, deductibles, prior balances, and other applicable patient payments; explain payment policies, billing procedures, and financial responsibility.
Prepare and file patient forms, protect patient health information in accordance with HIPAA requirements, and process medical records.
Balance daily monies and receipts, verify batch summaries, and create deposits.
Monitor, manage, and route patient portal messages.
Serve as department receptionist for outside vendors and contractors.
Recommend process and procedure improvements focused on patient flow, patient satisfaction, and quality.
Follow Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards; support its mission, vision, and quality commitment.
Perform other duties as assigned.