Patient Service Representative - Urgent Care (Part-time)

Summit Health CityMD•Bend, OR

About The Position

The Patient Service Representative (PSR) is a key member of a multidisciplinary team and supports the daily administrative activities of a medical office. Under the direction of the Primary Care Provider, Clinical Practice Manager, and Office Supervisor, the PSR helps the Care Team provide high standards of medical care and a positive patient experience. The role supports patient satisfaction and efficient operations and calls for an empathetic communicator who can work independently. The position handles patient registration and flow, communications, appointments, insurance and account updates, payments, authorizations, referrals, patient outreach, and other administrative workflows. It also involves coordinating with clinical staff and Patient Care Resources, maintaining patient information in relevant systems, and providing clerical support. The role requires flexibility to cover other staff and locations when asked and the ability to commute to satellite offices as needed.

Requirements

High school diploma or GED.
Ability to communicate in English, both orally and in writing.
Excellent customer service skills.
Ability to organize and perform multiple tasks in a timely manner.
Basic proficiency in computer use.
Ability to commute to satellite offices as needed.

Nice To Haves

Associate degree.
Previous Patient Service Representative experience.
Knowledge of medical office operations and terminology.
Previous experience with standard office technology in a Windows-based environment.
Experience with an EHR, Practice Management System, and departmental or ancillary systems.

Responsibilities

Greet visitors, patients, and families professionally and direct them appropriately.
Maintain efficient patient flow through registration and provide excellent customer service.
Answer and direct telephone calls promptly, take accurate messages, and deliver them to the appropriate person.
Inform patients about physician schedule delays and assist with their comfort while waiting.
Update the patient care team in the EHR to reflect the accurate primary care provider.
Post self-pay charges, collect payments, provide receipts, and accurately reconcile daily payments.
Reconcile billing slips to the daily schedule, open and close batches, reconcile collections, prepare deposits, and document corrections.
Scan insurance cards, verify insurance using the online system, and update patient accounts.
Update patient demographics, insurance information, HIPAA forms, and financial waivers.
Schedule appointments according to department guidelines, use waitlists when applicable, and confirm future appointments as needed.
Review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures according to applicable workflows.
Initiate authorization requests and work with Patient Care Resources and clinical staff to support timely pre-authorizations.
Complete referrals according to departmental guidelines and enter them into the appropriate system.
Enroll patients in the patient portal and update lab, imaging, and pharmacy information.
Perform screenings as applicable.
Arrange patient services such as ASL interpreters and transportation.
Communicate problems, concerns, or issues to the Office Supervisor or Manager promptly and appropriately.
Participate in pilot programs and perform patient outreach for annual wellness visits and quality lists.
Manage the Department Staff Inbox, patient ticklers, portal requests, and online scheduling requests.
Complete assigned letters, including no-show or late-cancellation notices and return-to-work or school letters.
Perform clerical duties such as faxing, photocopying, scanning, filing, and mailing.
Demonstrate flexibility with work schedules and cover for other staff, including at other office locations, when asked.
Follow downtime procedures and perform other duties as required.