Patient Services Representative (PSR) - Dermatology Clinic

OU Health•Oklahoma City, OK

About The Position

The Patient Services Representative II coordinates patient schedules in an outpatient dermatology clinic and provides clerical assistance to support smooth facility operations. The role schedules appointments, shares information about clinic operations, maintains patient demographic information, manages calls, and coordinates appointments involving multiple services with nursing and provider teams. It also supports patient access by verifying insurance eligibility, securing and monitoring referrals, obtaining prior authorizations, handling insurance denials and appeals, and coordinating referrals through the electronic medical record. The representative greets patients, accepts payments, reconciles a personal cash drawer, prepares and reviews encounter forms, maintains and copies medical records, prepares patient charts and service forms, and supports use of the patient portal. Additional duties include assisting with financial accounts and sliding-scale eligibility, maintaining compliant patient handouts, managing clinic supplies and mail, preparing letters and notes for physicians, and participating in quality improvement activities. The position requires professional communication with patients of all ages and colleagues, a team-oriented approach, ongoing professional development, and protection of patient confidentiality.

Requirements

High school diploma or GED.
At least 3 years of customer service experience, including at least 6 months in a clinical environment.
Advanced verbal and written communication skills.
Advanced customer service skills.
Advanced ability to work effectively with other employees, patients, and external parties.
Advanced proficiency with Microsoft Office tools.
Knowledge of hospital policies and procedures.
Keyboarding skills sufficient to meet the position's requirements.

Responsibilities

Schedule patient appointments by telephone or in person and provide information about clinic operations.
Obtain demographic information from new patients and update records for established patients.
Answer telephone calls and route them to the appropriate people.
Coordinate schedules for patients requiring multiple services, communicating with nursing and provider teams as needed.
Verify insurance eligibility, secure referrals, and follow up with patients about referral status.
Complete insurance denials and work with providers to obtain information needed to file appeals.
Report the abandoned-call rate in Tiered Huddles.
Greet patients arriving for scheduled appointments.
Accept payments and issue receipts.
Distribute encounter forms and inspect them for completeness and accuracy; ensure resident and faculty signatures are present on forms and charts.
Copy insurance cards and upload them to the electronic medical record as appropriate.
Balance and close the personal cash drawer reconciliation daily.
Prepare ancillary forms for services such as x-rays and vascular services.
Promote the organization's patient portal for communication between patients and the clinic.
Pull patient charts for appointments and file laboratory, x-ray, hospital, or other information in charts.
Copy medical records for patients and other providers or facilities; create new-patient charts or information packets.
Validate that handouts are within their compliance dates.
Request medical records from other facilities.
Discuss patients' financial accounts.
Obtain insurance prior authorization for prescribed services.
Secure referrals to other providers for HMO patients and referrals from primary care providers for HMO patients to be seen in the clinic.
Collect and verify proof of income to determine eligibility for a sliding-scale discount.
Monitor and act on referral work queues in the electronic medical record; transcribe outside referrals into the organization's electronic medical record.
Coordinate the referral process to support patient access to clinical care.
Dispense supplies as needed and notify the appropriate person when supplies are low and need to be reordered.
Type notes and letters for physicians, including by letter or patient portal, and make immunization cards as needed.
Sort and distribute mail.
Communicate professionally with patients of all ages and with coworkers and employees in a manner that promotes teamwork.
Participate in in-service meetings, education programs, and quality improvement activities; maintain patient confidentiality.
Perform other duties as assigned.