Patient Services Rep II

University Healthcare Alliance•Los Gatos, CA

About The Position

Under general supervision, the Patient Services Rep II works as part of the care team and performs patient-facing and administrative functions, including greeting patients, registration, insurance coverage and eligibility verification, scheduling, and telephone management. The role performs Patient Services Representative I duties and, in addition, handles assignments of moderate scope and complexity, using judgment within defined guidelines. The employee develops expertise in an assigned specialty area or clinic and continues to build knowledge and skills, with work reviewed for accuracy and completeness. The position supports Stanford Medicine Partners’ C-I-CARE standards for patient-centered service. Duties include managing patient and clinic communications, coordinating information between patients, physicians, and staff, handling assigned EHR workflows, and supporting clinic operations. The role may include specialized scheduling and referral coordination, floating as needed, training new staff, and other department-specific duties or projects. The job is listed as a day, eight-hour shift. Travel requirements are 20%. Physical demands and work conditions include prolonged sitting, frequent bending and hand use, and lifting or carrying items of varying weights. The role may involve working around equipment and machinery and occasional driving.

Requirements

High school graduation or equivalent.
One year of Patient Services Representative (PSR) or related experience.
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 systems and EHRs.
Proficiency using clinical computer systems.
Ability to organize and prioritize tasks, complete assignments within the allotted time, and maintain standard workflow.
Ability to work flexibly and cooperatively with others.
Ability to apply job knowledge, prioritize tasks, and exercise judgment within defined guidelines.

Nice To Haves

Graduation from a Medical Receptionist training program.
Healthcare experience or related experience.
EPIC experience.

Responsibilities

Deliver courteous, professional service in accordance with C-I-CARE standards when communicating with patients and staff.
Greet patients and visitors entering the department.
Register new patients and update existing patient accounts.
Schedule new and follow-up appointments.
Identify accepted insurance plans and those requiring referrals; determine whether a patient has a co-payment or deposit; collect and record payments; provide applicable waivers and obtain signatures; and scan patient identification, insurance cards, or waivers when appropriate.
Resolve system red flags as they arise.
Respond professionally to requests from patients, family members, physicians, and staff, and facilitate communication between patients and physicians or the clinic.
Provide basic information about clinic-specific processes.
Document and route calls accurately and direct information from various sources to the appropriate staff member.
Handle and deliver requests for approvals, signatures or input, lab reports, correspondence, dictations, and medical records as assigned.
Use the EHR to communicate with clinical staff or physicians through telephone encounters using SBAR or appropriate smart phrases.
Manage assigned EHR in-baskets, work queues, and schedule templates.
Balance the cash sheet and cash drawer, complete the daily deposit summary, and prepare the monthly deposit summary.
Assist with the department’s master scheduling template and coordinate specialized scheduling and referrals.
Float as needed.
Orient and train new staff as assigned; serve as a job expert in assigned areas and perform additional special duties.
Perform other assigned duties and participate in organization projects; follow safety, P4P (if applicable), HIPAA, and compliance policies.
Travel as required; the stated travel requirement is 20%.