Patient Services Rep I

University Healthcare Alliance•Menlo Park, CA

About The Position

Under general supervision, the Patient Services Rep I is an entry-level member of the care team who performs clerical and patient care support duties for practitioners and other healthcare team members. The role includes greeting and registering patients, scheduling appointments, verifying insurance coverage and eligibility, and managing telephone communications. Employees learn through work assignments and may be designated as trainees, in which case they work under close supervision and require mentor sign-off on certain activities. The role follows Stanford Medicine Partners’ C-I-CARE standards for service and patient-centered communication. It also involves coordinating information between patients, physicians, clinic staff, and other departments; resolving registration issues; handling payments and cash summaries; and complying with regulatory, safety, HIPAA, and organizational policies. The position has a stated travel requirement of 20%.

Requirements

High school graduation or equivalent.
One year of customer service experience in a medical office, insurance, or client services environment.
Strong verbal and written communication, listening, interpersonal, and telephone communication skills.
Ability to maintain composure during challenging interpersonal interactions.
Legible handwriting.
Basic math skills to collect payments and balance a cash drawer.
Basic computer skills, including keyboarding, mouse use, and data entry into practice management and electronic health record systems.
Ability to organize and prioritize work to complete assignments within allotted time and maintain standard workflow.
Ability to work flexibly and cooperatively with others.

Nice To Haves

Graduate of a Medical Receptionist training program.
Healthcare experience or related experience.
EPIC experience.

Responsibilities

Apply C-I-CARE practices in patient and staff communications, including connecting, introducing oneself, explaining actions, asking permission, responding promptly, and exiting courteously.
Greet patients and visitors courteously and professionally.
Register new patients, schedule appointments, and update existing patient accounts.
Identify accepted insurance plans and plans requiring referrals; obtain and update insurance information.
Determine copayments or deposits, accept and record payments, provide applicable waivers, obtain signatures, and scan relevant identification, insurance cards, or waivers when appropriate.
Obtain applicable patient consent and resolve system red flags.
Respond professionally to requests from patients, family members, physicians, and staff.
Facilitate communication between patients and physicians or clinics and provide basic information about clinic-specific processes.
Document and route calls accurately and direct information from various sources to appropriate staff.
Handle and deliver requests for approvals, lab reports, correspondence, dictations, and medical records when assigned.
Communicate with clinical staff and providers through telephone encounters.
Resolve registration discrepancies through assigned work queues.
Balance the cash sheet and cash drawer, complete daily deposit summaries, and prepare monthly deposit summaries.
Meet regulatory and compliance standards and adhere to safety, P4P (if applicable), HIPAA, and compliance policies.
Perform other assigned duties and participate in organizational projects.