Patient Services Representative (PSR) - Reproductive Medicine Clinic

OU Health•Mobile, AL

About The Position

The Patient Services Representative (PSR) coordinates patient schedules in an outpatient Reproductive Medicine Clinic and provides clerical support for the smooth operation of the facility. The position may be filled at Level 1 or Level 2 depending on the individual’s experience, expertise, and qualifications. The role includes scheduling appointments, providing information about clinic operations, collecting and updating patient demographics, answering and routing calls, greeting patients, handling payments and receipts, and supporting accurate patient records and encounter forms. The PSR also coordinates appointments involving multiple services, prepares ancillary forms, promotes the Patient Portal, and copies or organizes medical records and patient charts. Additional duties include discussing financial accounts with patients, verifying insurance eligibility and primary care physicians, obtaining referrals for HMO patients, collecting and verifying proof of income for sliding-scale discounts, and monitoring and acting on referral work queues in the electronic medical record. Other duties may be assigned.

Requirements

High school diploma or GED.
For Level 1: at least 1 year of professional work experience.
For Level 2: at least 3 years of customer service experience, including at least 6 months in a clinical environment.
Strong verbal and written communication skills.
Strong customer service skills.
Ability to work effectively with employees, patients, and external parties.
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.
Provide information about clinic operations.
Obtain demographic information for new patients and update records for established patients.
Answer telephone calls and direct them to the appropriate people.
Coordinate schedules for patients requiring multiple services.
Greet patients arriving for scheduled appointments.
Accept payments and write receipts.
Distribute encounter forms and check them for completeness and accuracy.
Ensure resident and faculty signatures are present on encounter forms and charts.
Copy insurance cards and upload them to the EMR when appropriate.
Balance and close the personal cash drawer reconciliation daily.
Prepare ancillary forms for other 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.
Prepare new patient charts and information packets.
Discuss financial accounts with patients.
Verify patients’ insurance eligibility and primary care physicians.
Secure referrals to other providers for HMO patients.
Secure referrals from primary care providers for HMO patients to be seen in the clinic.
Collect and verify proof of income to determine applicable sliding-scale discounts.
Monitor and act on referral work queues in the EMR.
Perform other duties as assigned.