Patient Services Representative (PSR) - Gynecology Oncology Clinic - Stephenson Cancer Center

OU Health•Oklahoma City, OK

About The Position

The Patient Services Representative (PSR) coordinates patient schedules in an outpatient Gynecology Oncology clinic and provides clerical support to help ensure the facility operates smoothly. The position may be filled at Level II or Level III depending on the candidate’s experience, expertise, and qualifications. The PSR schedules appointments, assists patients with clinic and referral processes, supports registration and insurance verification, maintains and handles patient records, processes payments, and provides general administrative support. The role requires professional communication with patients of all ages and a collaborative approach with coworkers, while maintaining patient confidentiality and participating in quality improvement and professional development activities. Level II requires a high school diploma or GED and at least three years of customer service experience, including six months in a clinical environment. Level III requires an associate’s degree and at least five years of experience in admitting, financial counseling, patient registration, or a related area. No license, certification, or registration is required for either level.

Requirements

Level II: High school diploma or GED.
Level II: At least 3 years of customer service experience, including at least 6 months in a clinical environment.
Level III: Associate’s degree.
Level III: At least 5 years of experience in admitting, financial counseling, patient registration, or a related area.
Advanced verbal and written communication skills.
Advanced customer service skills.
Advanced ability to work effectively with employees, patients, and external parties.
Advanced proficiency with Microsoft Office tools.
Knowledge of hospital policies and procedures.
Keyboarding skills sufficient to meet the requirements of the position.

Responsibilities

Schedule patient appointments by telephone or in person and coordinate schedules for patients requiring multiple services.
Provide information about clinic operations and answer and route telephone calls appropriately.
Obtain and update patient demographic information.
Verify insurance eligibility and primary care physicians; secure and follow up on referrals, including referrals for HMO patients.
Report abandoned call rates in Tiered Huddles and monitor and act on referral work queues in the EMR.
Greet patients arriving for scheduled appointments.
Accept payments, issue receipts, and balance and close the personal cash drawer daily.
Distribute encounter forms, check them for completeness and accuracy, and ensure required resident and faculty signatures are present on forms and charts.
Copy insurance cards and upload them into the EMR as appropriate.
Prepare ancillary service forms and promote the organization’s Patient Portal.
Pull, create, and maintain patient charts and new-patient information packets; file laboratory, x-ray, hospital, and other information.
Copy medical records for patients, providers, or facilities and request records from other facilities.
Discuss patient financial accounts and collect and verify proof of income to determine applicable sliding-scale discounts.
Transcribe outside referrals into the organization’s EMR and coordinate referral processes to support access to clinical care.
Dispense supplies and notify the appropriate person when supplies are low and need reordering.
Participate in quality improvement activities.
Type notes and letters for physicians, including through letters or the Patient Portal, and prepare immunization cards as needed.
Sort and distribute mail.
Validate that handouts are within their compliance dates.
Communicate professionally with patients of all ages and collaborate with coworkers and employees in a team-oriented manner.
Pursue professional growth through in-service meetings and education programs.
Maintain patient confidentiality.
Perform other duties as assigned.