Patient Services Representative I - Nisqually Generations Healing Center

Nisqually Indian Tribe•Olympia, WA

11d

About The Position

The Patient Services Representative I (PSR I) provides front-line clerical and administrative support to patients and staff at the Nisqually Generations Healing Center. Reporting to the Office Manager, the PSR I facilitates daily front office operations, including patient check-in and check-out, appointment scheduling, phone communications, filing, and document preparation. The role supports medical, dental, medication-assisted treatment (MAT), substance use disorder (SUD), and behavioral health services. The position requires office administration, basic accounting and mathematics, and a compassionate understanding of how substance use affects individuals, families, and communities. The PSR I helps create a welcoming, organized, healing-centered environment; maintains the confidentiality, security, and accuracy of records; and promotes positive employee, customer, and community relations. Strong written and verbal communication and excellent customer service are expected. Regular attendance is required. Later hours or weekend time may occasionally be needed to meet project deadlines, and a neat, well-groomed professional appearance is essential. The role has regular contact with or control over Indian Children and Vulnerable Adults. A fingerprint check is required. Under the stated tribal requirements, applicants with specified felony or multiple misdemeanor offenses are ineligible. Successful candidates must also pass the required pre-employment drug screen and criminal history checks.

Requirements

High school diploma or GED equivalent.
At least 2 years of medical, clinical, or behavioral health office, EHR, and patient service experience in a fast-paced environment, or an appropriate combination of education and experience.
Valid Washington State driver's license and a driving record that meets the minimum requirements established by the Nisqually Indian Tribes' vehicle insurance provider.
Successfully pass a pre-employment drug screen and criminal background check.
Ability to work with vulnerable populations, including adults and children.
Pass a State and National (FBI) criminal history background check before employment.
Knowledge of HIPAA, protected health information, and applicable state (RCW, WAC) and federal confidentiality regulations, including 42 CFR Part 2.
Knowledge of clinic workflows and patient intake procedures in a healthcare setting.
Knowledge of trauma-informed care principles and cultural sensitivity in patient interactions.
Experience with EHR systems and basic office software.
Clear and courteous verbal and written communication, including effective phone handling.
Ability to coordinate schedules, manage appointments across multiple departments, and maintain accurate records.
Empathy, professionalism, cultural sensitivity, attention to detail, and ability to multitask efficiently.
Ability to work effectively with clinical and administrative staff and establish and maintain effective working relationships with patients, staff, and external agencies.
Ability to work in a computer-based environment, especially Microsoft Windows, and in a cross-cultural environment.

Nice To Haves

One year or more of related college coursework in business administration and/or office skills.
Knowledge of the Nisqually Indian Tribe's history, customs, and traditions, and ability to demonstrate cultural sensitivity.
Experience working with Federally Recognized Tribes.

Responsibilities

Welcome and assist patients and visitors, providing professional and empathetic customer service.
Facilitate patient check-in and check-out procedures.
Coordinate appointment scheduling across departments while balancing provider availability and patient needs.
Verify insurance coverage and update patient demographic information.
Assist patients with signing up for insurance as applicable.
Answer phone calls, route messages, and respond to routine inquiries.
Prepare accurate and confidential records using Electronic Health Record (EHR) systems.
Support patients through intake and treatment with sensitivity and discretion.
Follow patient confidentiality procedures, including 42 CFR Part 2 and HIPAA requirements.
Collaborate with clinical and administrative staff to support coordinated care.
Perform general office tasks, including filing, data entry, and document preparation.
Cross-train to assist staff with other duties as necessary.
Perform other duties as assigned.