Patient Services Representative (PSR)

SAC Health • San Bernardino, CA

13h • Onsite

About The Position

The Patient Service Representative (PSR) performs as the frontline gatekeeper, gathering critical patient information at the start of the patient visit and setting the stage for the remainder of the encounter. Works under the supervision of the area supervisor to manage patient check-in and check-out duties, greets patients, answers phones, verifies patient demographic information, determines the correct insurance to attach to the visit, collects appropriate documentation, collects copays, posts all patient charges and performs cashiering processes within policy, schedules appointments, and handles assigned clerical responsibilities. The job requires exceptional communication, customer service, organizational, and interpersonal skills, and the ability to work with minimal supervision. All activities must be conducted in a confidential, professional, and personable manner. Performs other duties as needed.

Requirements

• High school diploma or equivalent required.
• Six months of customer service, general office, healthcare related, or vocational training experience required.
• Must be proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Must be able to use widely supported internet browsers.
• Must have the ability to use variations of electronic health records and other various databases.
• Telephone skills and computer competency required.
• Must have excellent communications skills both orally and in writing.
• Must possess the ability to communicate with and relate to a diverse group of people including patients, community, and other staff.
• Must have strong conflict and problem resolution skills.
• Must demonstrate the ability to supervise professional and para-professional staff while handling multiple tasks.
• Must be legally authorized to work in the United States on a full-time basis.
• Must not now or in the future require sponsorship for employment visas.

Nice To Haves

• Medical terminology preferred.
• Working knowledge of insurance verification/eligibility insurance programs (ex: Medi-cal, MediCare and sliding fee programs) preferred.
• Experience with electronic health records, familiarity with EPIC preferred.
• Bilingual-English/Spanish preferred.

Responsibilities

• Supports and implements the organization's vision, mission, and values.
• Maintains a high level of customer service with patients and their family members, staff, and providers.
• Cultivates and encourages a culture centered on compassionate service, customer service, and strong accountability.
• Establishes priorities and strategies for completing daily tasks, ensuring all responsibilities are promptly fulfilled in a timely manner.
• Performs all job functions in a professional, courteous, and timely manner, including all electronic communication platforms.
• Performs timely and accurate patient registration and patient flow tracking in accordance with health center procedures.
• Determines and verifies patient program/insurance eligibility requirements.
• Registers patients by verifying that patient's record is up to date and accurate.
• Makes appropriate changes in the computer system and on the electronic health record.
• Collects payments and co-pays from patients; obtains authorizations for credit card transactions.
• Applies payments and adjustments to patient accounts in the computer system accurately and reconciles daily reports.
• Adheres to payment collection policies and procedures.
• Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration.
• Provides information for all inquiries, both in person and by telephone, regarding clinic fees and payment programs for uninsured patients.
• Determines the appropriate program or payer source for each patient checking in based on complex criteria including medical services needed, family size, and income.
• Interviews patients for sliding fee scales, providing applications and screening patients as needed.
• Determines the amount of discount and utilizes federal poverty guidelines.
• Demonstrates the ability to identify the patient's account via date of birth or name search; creates accounts for new patient appointments; and verifies and updates demographic information.
• Knows and follows eligibility requirements and verification processes for coverage programs.
• Enters confidential personal health information and financial information into EMR accurately.
• Complies with federal and local laws in ensuring patient privacy.
• Schedules, confirms, and cancels appointments; coordinates walk-in patients; follows up with clinic leadership to enhance use of appointments.
• Utilizes the appointment template to meet or exceed productivity standards.
• Schedules appointment requests and reschedules cancellations for assigned and non-assigned departments.
• Collects payments, counts all cash and credit card payments collected at the end of each business day.
• Understands how to balance and add all collected totals before closing the cash drawer.
• Understands how to print closing reports, correctly fill out cash envelopes, and turn them in to the supervisor by the end of each business day.
• Handles sensitive or confidential information with discretion and sound judgment, knowing when to make decisions independently and when to seek input from others.
• Understands HIPAA expectations, computer privacy, and personal health information documents and follows SACH policies.
• Understands what an FQHC is and the expectation to obtain Uniform Data System (UDS) information as well as federally poverty level (FPL).
• Must be willing and able to work at all locations as needed to meet patient care needs.
• Must have flexible work hours according to clinic needs.
• Complies with organizational policies and procedures.
• Other related duties and responsibilities as assigned.

Benefits

• Full Benefits Package Effective on Your First Day!
• Industry Leading PTO Accrual (accrued per pay period)
• Sick Leave
• Paid Holidays
• Paid Jury Duty, Bereavement
• SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection)
• Retirement - up to 8% employer contribution
• Continuing Education and Learning Benefits
• Annual Mission Trip

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED