Patient Services Representative (PSR) - Neurosurgery Clinic

OU Health

About The Position

The Patient Services Representative coordinates patient schedules in an outpatient neurosurgery clinic and provides clerical assistance to support 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 involves scheduling and coordinating patient appointments and services, supporting clinic communications, maintaining patient demographic and medical-record information, processing payments, and assisting with insurance eligibility and referrals. The representative also promotes use of the organization's Patient Portal and handles referral work queues in the EMR.

Requirements

High school diploma or GED required.
Level 1: At least 1 year of professional work experience required.
Level 2: At least 3 years of customer service experience, including at least 6 months in a clinical environment, required.
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.
No license, certification, or registration is required.

Responsibilities

Schedule patient appointments by telephone or in person.
Provide information about clinic operations.
Obtain demographic information for new patients and update information for established patients.
Answer telephone calls and direct them to the appropriate people.
Coordinate schedules for patients requiring multiple services, as directed.
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 into the EMR as 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 or to file laboratory, x-ray, hospital, or other information.
Copy medical records for patients, providers, and facilities.
Prepare new patient charts and/or information packets.
Discuss financial accounts with patients.
Verify patient insurance eligibility and primary care physicians.
Secure referrals to other providers for HMO patients.
Secure referrals from primary care physicians for HMO patients to be seen in the clinic.
Collect and verify proof of income to determine any applicable sliding-scale discount.
Monitor and act on referral work queues in the EMR.
Perform other duties as assigned.