Patient Services Rep III

University Healthcare Alliance • San Jose, CA

9d • $30 - $38

About The Position

Under general supervision, operates as part of the care team performing a variety of functions such as greeting patients, patient registration, insurance coverage and eligibility verification, scheduling and telephone management. Distinguished Characteristics: PSR III – Performs PSR I duties and/or PSR II duties and also serves as project or team leader, overseeing the work output of others and staffing/scheduling PSR's. The PSR III fills-in or acts as supervisor in event of supervisor's temporary absence, and assists managers/ supervisors in performance management responsibilities such as tracking time/attendance, monitoring daily duties, and providing feedback and guidance to staff. NOTE: THIS IS NOT AN EXEMPT SUPEVISORY POSITION Locations Stanford Health Care - University Healthcare Alliance

Requirements

• High School Diploma or GED Required
• 3+ years to 5 years as a Patient Services Representative Required
• Ability to type a minimum of 30 wpm Required
• Strong organizational and leadership skills to allocate time between many different duties and responsibilities where quick response to physicians, patients and patient family members is critical. Required
• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Legible handwriting.
• Ability to maintain composure during challenging interpersonal interactions.
• Basic math skills necessary to collect payments and balance cash drawer.
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
• Ability to work with others in a flexible, cooperative manner.

Nice To Haves

• Graduate of a Medical Receptionist training program or experience in healthcare or related setting. Preferred

Responsibilities

• C-I-CARE (1, 2): Executes world class practices of service and patient care in support of C-I-CARE standards. Uses C-I-CARE templates and the following components for all communication with patients and staff: CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.) INTRODUCE yourself and your role COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient ASK permission before entering a room, examining a patient or undertaking an activity RESPOND to patient’s questions or requests promptly; anticipate patient needs EXIT courteously with an explanation of what will come next
• Patient Registration (1,2): Registers new patients and updates existing patient accounts in a courteous and professional manner in accordance with performance standards. Identifies accepted insurance plans and those requiring referrals. Handles any system red flags as they are encountered. Determines if patient has a co-payment or deposit; accepts and records receipt of payment; provides applicable waiver and obtains appropriate signature; and, when appropriate, scans copy of patient’s photo ID, insurance card and/or waiver.
• Communication and Front-Office Procedures (1,2): Greets patients and others entering the department in a courteous and professional manner in accordance with performance standards. Schedules new or follow-up appointments in a courteous and professional manner in accordance with performance standards. Responds to requests from patients, family members, physicians and staff in a courteous and professional manner in accordance with performance standards.
• Electronic Health Record Documentation (1,2): Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards. Manages EHR in-basket(s), work queues and schedule templates as assigned in accordance with performance standards.
• Cashiering and Cash Handling (1,2): Balances cash sheet and cash drawer, completes daily deposit summary and prepares monthly deposit summary in accordance with performance standards.
• All other duties as assigned including department-specific functions and responsibilities (1, 2): Performs other duties as assigned and participates in organization projects as assigned. Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies. Provides orientation and training to new staff as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED