Patient Service Representative

St. Charles Health System•Bend, OR

13d•Onsite

About The Position

The Patient Service Representative (PSR) acts as a liaison between patients and professional staff by facilitating clerical and reception responsibilities and assisting with administrative tasks. PSRs collaborate with clinical staff to support comprehensive, compassionate health care across St. Charles Health System ambulatory outpatient service lines and specialties throughout the Central Oregon tri-county area. The position does not directly manage other caregivers. The role includes appointment scheduling, insurance eligibility and authorization tasks, patient registration, payment processing, clinic readiness, document handling, and patient communications. The PSR provides courteous, accurate customer service, helps patients access interpretive services, supports onboarding of new caregivers, and maintains a safe and confidential environment. The position supports the organization’s vision, mission, values, and Lean continuous-improvement principles.

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, with attention to detail.
Excellent organizational, written and oral communication, and customer service skills, particularly in stressful personal interactions.
Ability to perform basic arithmetic calculations and intermediate to advanced mathematical tasks involving analysis, statistics, significant data, or number manipulation.
Ability to read, write, speak, and understand English.
Basic to intermediate computer ability and experience, specifically with electronic medical record systems and Microsoft Office.
Ability to wear appropriate personal protective equipment required to perform the job safely.

Nice To Haves

One year of clerical support 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 appropriate patient payments courteously and confidently; process copays, coinsurance, prepayments, deductibles, and self-pay balances; and 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 readiness activities, including turning on computers and equipment, preparing kiosks and patient 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; and open and distribute incoming communications.
Deliver timely, efficient, and accurate customer service and provide direction and assistance to patients.
Facilitate scheduling or arranging 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 to the department.
Maintain professionalism and confidentiality; 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.