Patient Services Representative (PSR)

Umpqua Health • Roseburg, OR

1d • Onsite

About The Position

At Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Umpqua Health serves Douglas County, Oregon, where we prioritize personalized care and innovative solutions to meet the diverse needs of our members. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare. Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together. Join us in making a difference at Umpqua Health. The primary role of the Patient Services Representative is to greet patients, book appointments, schedule walk-in appointments, answer incoming calls, return calls, manage the fax machine, docuscan, verify insurance coverage information and collect payments while providing excellent customer service to the primary care, urgent care and behavioral health patients of Umpqua Health Newton Creek.

Requirements

• No suspension/exclusion/debarment from participation in federal health care programs (e.g. Medicare/Medicaid)
• High school diploma or equivalent
• Proficient computer skills, including MS Office suite products.
• Ability to handle confidential and sensitive information
• Must be able to verbally communicate interact with staff, clients, and public in person or on the telephone
• Ability to demonstrate good customer service
• Ability to exercise good judgment to handle calls appropriately
• Ability to relate to people with diverse educational, socioeconomic, and ethnic backgrounds

Nice To Haves

• Experience considering the impacts of the work on multiple communities, including communities of color, in technical analysis.
• 1-4 years’ experience in healthcare or customer service
• Experience working on a diverse team with different communication styles.
• Bi-lingual translation or translation capabilities a plus
• Manual dexterity of hands/finger for writing, computer input

Responsibilities

• Answering incoming calls to the Clinic
• Promotes a strong belief in Umpqua Health’s philosophy, purpose, mission, and ideals
• Schedule appointments for patients
• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into the electronic medical record (address, telephone number, name of insurance or self-pay status.)
• Schedule appointment correctly – review appointment date, time, and provider name with caller
• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable)
• Remind callers to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
• Remind caller of cancellation/no-show policy
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Act as a liaison for the patients and the Umpqua Health
• Direct calls to other departments as needed
• Exercise sound judgment in handling calls, especially with upset patients
• Demonstrate understanding of when to escalate calls to triage staff
• Process record requests for all providers within Umpqua Health Newton Creek Clinic. This includes Providers previously in these locations.
• Ensure that all record requests are HIPAA compliant.
• Coordinate all paperwork and charts for assigned Provider’s scheduled appointments.
• Handle daily calls from attorneys, state agencies and other offices.
• Fill requests from the Douglas County Sheriff’s Office.
• Assist other offices with records requests.
• Enter records into the Practice Management and EMR.
• Docutrak all releases into the Document Manager.
• Internal courier delivery.
• Will participate and maintain a culture within URMC consistent with the content outlined in the Employee Handbook.
• Medical Records processing, tracking, and maintenance.
• Understand the prior authorization and referral process.
• Maintain working knowledge of the Oregon Health Plan and Medicare.
• Function as cashier in handling payments and co-payments keeping accurate count of all monies in drawer.
• Learn and assist with quality and metric measures as requested.
• Aid with mailings and other projects as call volume permits
• Comply with the organization’s internal policies and procedures, Code of Conduct, Compliance Plan, along with applicable Federal, State, and local regulations.
• Liaison of offsite storage company to retrieve charts when needed.
• Other duties as assigned

Benefits

• Generous benefit packages including Vacation PTO, Sick Leave, Federal Holidays, and Birthday leave.
• Health, Vision, Dental Insurance
• 401k with a company match
• Vested for retirement immediately!
• Other company sponsored benefits
• Gym Membership Reimbursement through our Fitness Reimbursement Program
• tuition reimbursement, and more.

What This Job Offers

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