Patient Services Representative (PSR) - Gynecology Oncology Clinic - Stephenson Cancer Center

OU Health•Oklahoma City, OK

About The Position

The Patient Services Representative coordinates patient schedules in an outpatient Gynecology Oncology clinic and provides clerical assistance to support smooth clinic operations. The position may be filled at Level 2 or Level 3 depending on the candidate’s experience, expertise, and qualifications. Responsibilities include appointment scheduling, patient communications, registration and insurance-related tasks, referral coordination, record and document handling, payment processing, supply support, and participation in quality improvement activities. The representative is expected to communicate professionally with patients of all ages and colleagues, maintain patient confidentiality, and support a team-oriented environment.

Requirements

Level II: High school diploma or GED.
Level II: At least 3 years of customer service experience, including at least 6 months in a clinical environment.
Level III: Associate's degree.
Level III: At least 5 years of experience in admitting, financial counseling, patient registration, or a related area.
Advanced verbal and written communication skills.
Advanced customer service skills.
Advanced ability to work effectively with other employees, patients, and external parties.
Advanced proficiency using 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 and coordinate schedules for patients requiring multiple services.
Provide information about clinic operations and answer telephone calls, directing them to the appropriate people.
Obtain demographic information for new patients and update information for established patients.
Verify insurance eligibility and primary care physicians, secure referrals, and follow up on referral status with patients.
Report the abandoned call rate in Tiered Huddles and monitor and act on referral work queues in the EMR.
Greet patients arriving for scheduled appointments.
Accept payments, issue receipts, and balance and close the personal cash drawer reconciliation daily.
Distribute encounter forms, check them for completeness and accuracy, and ensure resident and faculty signatures are present on forms and charts.
Copy insurance cards and upload them into the EMR as appropriate.
Prepare ancillary service forms and promote the Patient Portal for communication between patients and the clinic.
Pull patient charts for appointments and file laboratory, x-ray, hospital, and other information.
Copy medical records for patients and other providers or facilities, create new-patient charts or information packets, and request records from other facilities.
Validate that handouts are within their compliance dates.
Discuss patient financial accounts and collect and verify proof of income to determine applicable sliding-scale discounts.
Transcribe outside referrals into the organization's EMR and coordinate the referral process to support patient access to clinical care.
Dispense supplies, notify the appropriate person when supplies need to be reordered, and participate in Quality Improvement activities.
Type notes and letters for physicians, including letters sent through the patient portal, and make immunization cards as needed.
Sort and distribute mail.
Communicate professionally with patients of all ages and interact with coworkers and employees in a manner that promotes a team-oriented approach.
Pursue professional growth and development through in-service meetings and education programs.
Maintain patient confidentiality and perform other duties as assigned.