Patient Services Representative (PSR) - Infectious Disease Clinic

OU Health•Oklahoma City, OK

11d

About The Position

The Patient Services Representative III coordinates patient schedules in an outpatient clinic and provides clerical assistance to support the smooth operation of the facility. The role supports patients, providers, and clinic staff with scheduling, registration, financial and insurance processes, and day-to-day clinic operations. The position serves as a lead employee or assistant supervisor, coaches Patient Service Representatives on the OU Health CICARE model, assists with competency audits, and mentors and trains new employees as needed. It also supports clinic management with monthly Joint Commission audits and validates that Business Continuity Access computers are up to date and protected against downtime. Other duties may be assigned.

Requirements

Associate's degree.
At least 5 years of experience in admitting, financial counseling, patient registration, or a related area.
Expert verbal and written communication skills.
Expert customer service skills.
Expert ability to work effectively with employees, patients, and external parties.
Expert proficiency with Microsoft Office tools.
Knowledge of hospital policies and procedures.
Knowledge of third-party contractual agreements and requirements.
Knowledge of federal and state laws and regulations relating to payment and billing of hospital charges.
Skill in establishing and maintaining effective working relationships.
Skill in following verbal and written instructions and interviewing patients.
Keyboarding skills sufficient to meet the requirements of the position.
Ability to collect copays and past-due balances.
Epic Cadence: Template Build 100 Class.
Epic Cadence: Template Build 200 Class.
Complete the Emerging Leaders Academy within 6 months of hire, or equivalent HealthStream Leadership Courses if the Emerging Leaders Academy is not available.

Responsibilities

Assist with scheduling patient appointments by telephone or in person and validate that teams schedule within clinical/unit protocol.
Provide information about clinic operations.
Obtain demographics for new patients and update demographics for established patients.
Answer telephone calls and monitor the abandon call rate.
Prepare and enter healthcare providers’ templates into the EMR.
Coordinate schedules for patients requiring multiple services, communicating with nursing and provider teams as necessary.
Greet patients arriving for scheduled appointments.
Balance and close personal cash drawer reconciliation daily and validate that team members complete reconciliations accurately.
Complete insurance denials and work with providers to obtain information needed to file appeals.
Distribute encounter forms and inspect them for completeness and accuracy.
Copy insurance cards and upload them into the EMR as appropriate.
Balance and close the clinic/unit cash box daily.
Prepare ancillary forms for other services, such as x-rays and vascular studies.
Discuss patients’ financial accounts and collect payments as appropriate.
Obtain insurance prior authorization for prescribed services.
Secure referrals to other providers for HMO patients and referrals from PCPs for HMO patients to be seen in the clinic.
Collect and verify proof of income to determine any applicable sliding-scale discount.
Order supplies when they are low and need to be reordered.
Type notes and letters for physicians for delivery by mail or patient portal.
Make immunization cards as needed.
Sort and distribute mail.
Communicate professionally with patients of all ages and maintain a team-oriented approach with coworkers and employees.
Participate in in-service meetings and education programs to support professional growth and development.
Maintain patient confidentiality.
Work with clinic management to complete monthly Joint Commission audits, including Environment of Care, Hand Washing, and Charts audits.
Coach Patient Service Representatives on the OU Health CICARE model and assist with CICARE Competency audits.
Validate that Business Continuity Access computers are up to date and safeguarded against downtime.
Serve as a lead employee or assistant supervisor.
Mentor and train new employees as needed or directed.
Perform other duties as assigned.