Patient Service Representative (PSR)

Star Valley Health•Alpine, WY

About The Position

The Patient Service Representative supports Star Valley Health’s mission, vision, and values by providing patients with a seamless entry into its clinics and hospital. As often the first point of contact, the representative is responsible for creating a positive first impression and providing timely, efficient, customer-focused service to patients, visitors, and team members. The role includes greeting and assisting customers in person, by phone, and through electronic communications; scheduling appointments and follow-ups; verifying patient information; collecting patient payments; supporting billing and records processes; handling inquiries and routing information; and maintaining confidentiality and HIPAA compliance. The representative also collaborates with providers and colleagues, supports department operations, and performs general office duties. Responsibilities may be added or adjusted within the reasonable scope of the position at the discretion of Star Valley Health leadership.

Requirements

High school diploma or GED.
Ability to work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patients, visitors, and teammates.
Sound judgment, patience, and a professional demeanor.
Ability to work in a busy and stressful environment.
Organizational skills and ability to prioritize and optimize work efforts.
Computer skills, including Microsoft Word, Excel, Outlook, and electronic medical records software.
Strong interpersonal, verbal, and written communication skills.
Skill with general office equipment.
Creativity, problem analysis, and decision-making skills.
Ability to comply with HIPAA and other federal, state, and local regulations and maintain a high degree of confidentiality.
Ability to work varied shifts.
Ability to sit, stand, walk, push, bend, and reach throughout the day.

Nice To Haves

Previous hospital or clinic experience and knowledge of medical terminology.
BLS certification.
Experience with general filing, billing, and business office organization.

Responsibilities

Greet and interact cordially with internal and external customers in person, by phone, and through electronic communications.
Maintain First Impressions standards and use AIDET in all interactions.
Schedule appointments to use provider schedules effectively and promote patient satisfaction.
Coordinate efforts to fill schedule openings caused by no-shows and cancellations.
Check patients out and schedule needed follow-up visits.
Verify and collect patient insurance and demographic information before provider visits.
Obtain accurate information needed for billing, follow-up, authorization, and medical records.
Know and collect co-pays and balances, and refer patients to appropriate departments for financial arrangements.
Support sound departmental financial operations through appropriate use of time and supplies and application of patient financial responsibility policies.
Maintain confidentiality of records and comply with HIPAA standards.
Answer phone calls and respond to patient questions and concerns in a timely manner.
Route patient information to clinical providers accurately and promptly.
Interact courteously and respectfully with providers, provider office staff, and ancillary departments to arrange patient follow-up.
Complete daily filing, copying, and faxing duties.
Carry out assigned responsibilities efficiently and dependably, and cross-train as appropriate to assist other staff.
Attend department and other pertinent center-wide meetings as required.
Develop relationships with clinic providers and medical staff to understand their patient interaction patterns.
Represent Star Valley Health positively.
Make decisions without continuous direction.
Perform other duties as assigned or identified.