Patient Services Representative (PSR) - Head & Neck Clinic

OU Health•Oklahoma City, OK

1d•Onsite

About The Position

The Patient Services Representative (PSR) II coordinates patient schedules in an out-patient clinic and provides clerical assistance to ensure the smooth operation of the facility. This role is crucial for managing patient flow and administrative tasks within the Head & Neck Clinic.

Requirements

High School Diploma or GED required.
3 or more years of experience in customer service.
At least 6 months of experience 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 requirements of the position.

Responsibilities

Schedules patient appointments via telephone or in person.
Provides information about clinic operations.
Obtains and updates patient demographics.
Answers and distributes telephone calls.
Coordinates schedules for patients requiring multiple services, communicating with nursing and provider teams.
Verifies insurance eligibility, secures referrals, and follows up on referral status.
Completes insurance denials and works with providers to obtain information for appeals.
Reports out abandon call rate in Tiered Huddles.
Greets patients upon arrival for scheduled appointments.
Accepts payments and issues receipts.
Distributes and inspects encounter forms for completeness and accuracy, ensuring necessary signatures.
Copies insurance cards and uploads them into the EMR.
Balances and closes personal cash drawer daily.
Prepares ancillary forms for other services (e.g., x-rays, vascular services).
Promotes the organization's Patient Portal for patient-clinic communication.
Pulls patient charts for appointments or to file information.
Copies medical records for patients and other providers or facilities.
Creates new patient charts and/or information packets.
Validates that all handouts are within compliance date.
Requests medical records from other facilities.
Discusses financial accounts with patients.
Obtains insurance prior authorization for prescribed services.
Secures referrals for HMO patients to other providers and from PCPs to the clinic.
Collects and verifies proof of income to determine sliding scale discounts.
Monitors and acts on WQs in EMR for Referrals.
Transcribes outside referrals into the organization's EMR.
Coordinates the referral process for patient access to clinical care.
Dispenses supplies as needed.
Participates in Quality Improvement activities.
Notifies appropriate personnel when supplies are low and need reordering.
Types notes and letters for physicians.
Creates immunization cards as needed.
Sorts and distributes mail.
Communicates with patients of all ages in a professional manner.
Communicates with co-workers and employees in a team-oriented manner.
Enhances professional growth and development through in-service meetings and education programs.
Maintains patient confidentiality.
Performs other duties as assigned.