Patient Service Representative

St. Charles Health System•Redmond, OR

13d

About The Position

The Patient Service Representative (PSR) acts as a liaison between patients and professional staff by handling clerical and reception responsibilities and assisting with administrative tasks. PSRs collaborate with clinical staff to help provide comprehensive and compassionate health care across St. Charles Health System ambulatory outpatient service lines and specialties. This role does not directly manage other caregivers. The position supports patient access and clinic operations by scheduling appointments, completing insurance eligibility and registration tasks, collecting and processing patient payments, maintaining records and work queues, and assisting patients with questions and interpretive services. The PSR promotes customer service, safety, confidentiality, teamwork, and continuous improvement. Additional duties of similar complexity may be assigned.

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 people at all levels within the 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 and strong organizational skills.
Written and oral communication and customer service skills, particularly when handling 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 computer application ability and experience, specifically with electronic medical record 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 to maximize 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 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 appropriate patient payments courteously and confidently; process copayments, 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 any remaining copayment due for the day's services.
Maintain patient-access-related departmental files, programs, and lists.
Complete daily readiness tasks, including preparing computers, equipment, kiosks, waiting areas, check-in areas, and supplies.
Assist with incoming and outgoing electronic and telephone messages, worklist entries, and basic electronic health record work queue items according to established protocols.
Locate, collect, and distribute patient documents and information to appropriate staff; fax, scan, and index medical records in the document management system.
Open and distribute incoming mail and paper and electronic faxes.
Deliver timely, efficient, accurate customer service and provide direction and assistance to patients.
Arrange or facilitate 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 and policies, and report known or suspected violations while cooperating with organizational investigations.
Perform other duties of similar complexity as required or assigned.