Patient Services Representative II

Samaritan Healthcare•Moses Lake, WA

18h

About The Position

The Patient Services Representative II provides advanced patient access and administrative support in hospital and medical clinic settings. Alongside standard registration, scheduling, check-in/check-out, and customer service duties, the role serves as a knowledgeable resource for an assigned department, specialty service, and/or secondary electronic medical record or scheduling system. The representative manages department-specific workflows, coordinates complex appointments and services, maintains accurate patient information, and communicates with patients, providers, clinical staff, and other departments. This is a full-time position scheduled Tuesday through Friday, 7:00 a.m. to 6:00 p.m. The position reports to the Patient Access Manager and works with patients, families, providers, clinical staff, and a range of hospital and clinic departments to coordinate care and services.

Requirements

High school diploma or equivalent.
At least two years of receptionist or secretarial experience.
Computer experience, including MS Word, Excel, and Internet skills.
Excellent interpersonal, written, and verbal communication skills.
Ability to maintain confidentiality and integrity.
Ability to work independently and as part of a team.
Ability to demonstrate competency with equipment listed on the department-specific checklist.
Critical-thinking skills, including seeking guidance when necessary and independently problem-solving with logical, deliberate decision-making.
Accountability, safe judgment, and practice within legal and ethical guidelines.
Competency in caring for customers and patients across the age continuum.
Basic Life Support Heartsaver level certification to be completed within three months of hire.
Ability to perform occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling; light physical effort and lifting up to 10 pounds.
Manual dexterity, good reading eyesight, and ability to distinguish and identify colors.
Ability to communicate verbally and/or in writing to accurately exchange information with healthcare professionals, patients, families, and the public.

Nice To Haves

Receptionist or secretarial experience in a healthcare setting.
Registration, scheduling, or billing experience.
Knowledge of the EPIC Electronic Health Records system.
Understanding of insurance, ICD-10 and CPT coding, and medical terminology.

Responsibilities

Provide courteous, compassionate customer service to patients, families, visitors, providers, and professionals.
Register patients and perform check-in/check-out, collecting and verifying demographic, guarantor, insurance, and other required information while maintaining confidentiality.
Verify patient identity and ensure accurate matching to medical records, accounts, insurance information, and scheduled services.
Receive, process, and document referrals; schedule services according to clinical protocols, workflows, payer requirements, and provider availability.
Coordinate complex or specialty-specific appointments and services, including therapies, procedures, referrals, and follow-up care.
Verify insurance eligibility, benefits, referrals, and authorizations using EPIC Real Time Eligibility, payer portals, or other approved resources; obtain outside medical records and follow up with payers and referring clinics as needed.
Coordinate with Financial Access and other departments to support financial clearance for scheduled procedures and services.
Educate patients about financial assistance, payment resources, and coverage options, and connect them with appropriate resources or professionals.
Serve as a department-specific resource for scheduling, registration, referrals, EMR functions, and workflows; assist with training and orientation.
Respond to billing questions and direct patients to the appropriate department when needed.
Collect co-payments, deposits, and balances; maintain an assigned cash drawer, complete daily deposits, and promptly report discrepancies or concerns to the Patient Access Manager.
Identify barriers to accessing care and connect patients with organizational resources, including financial assistance, language services, and other support services.
Register patients with on-the-job injuries, motor vehicle accidents, and other injuries, ensuring required forms and documentation are completed accurately.
Independently research and resolve complex patient access, scheduling, registration, referral, insurance, and authorization issues, escalating appropriately.
Ensure required forms, non-coverage letters, questionnaires, and other documentation are completed, signed, and processed accurately.
Follow applicable patient access and admissions requirements, including Medicare Secondary Payer, Advance Beneficiary Notices, Medicare notices, Notice of Privacy Practices, Patient Rights, Advance Directives, and EMTALA.
Review and maintain accurate patient information and documentation in the electronic health record and other systems.
Coordinate patient flow and communication among patients, providers, clinical staff, ancillary departments, and other organizational areas.
Respond promptly and professionally to telephone calls, messages, and in-person inquiries, providing accurate information or directing questions appropriately.
Recognize situations requiring immediate clinical attention and promptly communicate relevant information to clinical staff.
Perform paging, overhead announcements, and emergency notifications according to established procedures.
Perform clerical and administrative duties, including scanning, filing, faxing, processing forms, and maintaining front-desk areas and supplies.
Handle sensitive or difficult interactions with appropriate communication, de-escalation, and service-recovery techniques.
Maintain a professional, welcoming, safe, and organized reception environment.
Maintain proficiency in and effectively use electronic medical record, scheduling, referral, registration, and department-specific systems.
Pursue professional growth and development through seminars, workshops, and professional affiliations.
Follow safe work practices and policies, including requirements related to security, safety, MSDS, equipment, infection control, fire, disaster, safe lifting, and body mechanics.
Comply with organizational policies, procedures, and labor agreements; interact courteously and efficiently with team members and support groups.
Maintain professional conduct and appearance in accordance with organizational standards.
Handle additional accountabilities required by management in a manner that meets organizational standards.