Patient Services Representative (PSR) - Dermatology Clinic

OU Health•Oklahoma City, OK

19h•Onsite

About The Position

The Patient Services Representative III coordinates schedules of patients in an out-patient clinic and provides clerical assistance toward the smooth operation of the facility. This role is within the HB Dermatology Clinic department. The position involves assisting with patient appointments, managing patient demographics, handling telephone calls, preparing and entering healthcare provider templates into the EMR, and coordinating schedules for multiple services. The representative also greets patients, manages cash drawer reconciliation, processes insurance denials, distributes encounter forms, copies insurance cards, prepares ancillary forms, discusses financial accounts with patients, obtains insurance prior authorizations and referrals, and collects proof of income for sliding scale discounts. Additional duties include ordering supplies, typing notes and letters for physicians, making immunization cards, sorting mail, and maintaining patient confidentiality. The role also involves working with clinic management on monthly audits, coaching other Patient Service Representatives, validating Business Continuity Access computers, and serving as a lead employee or assistant supervisor, including mentoring and training new employees.

Requirements

Associate's Degree required.
5 or more years of experience in admitting, financial counseling, patient registration, or related area required.
Expert verbal and written communication skills.
Expert customer service skills.
Expert ability to work effectively with other employees, patients, and external parties.
Expert proficiency with the use of 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 with others.
Skill in following verbal and written instructions; in interviewing patients.
Keyboarding skills sufficient to meet the requirements of the position.
Collection of copays and past due balances.
Epic Cadence: Template Build 100 Class.
Epic Cadence: Template Build 200 Class.
Completion of Emerging Leaders Academy within 6 months of hire, or equivalent HealthStream Leadership Courses if Emerging Leaders Academy is not available.

Responsibilities

Assists with scheduling patient appointments, either by telephone or in person and validates teams are scheduling within clinical/until protocol.
Provides information about clinic operations
Obtains patient demographics on new patients and updates demographics on established patients.
Assists with answering telephone calls and monitoring the abandon call rate.
Prepares and enters healthcare providers’ templates into the EMR.
Coordinates schedules as directed to patient requiring multiple services, communicating with nursing and provider teams as necessary.
Greets patients as they come into the clinic for scheduled appointments.
Balances and closes personal Cash Drawer Reconciliation, daily; as well as validates team members are completing accurately.
Completes insurance denials and works closely with providers, to obtain needed information to file appeals.
Distributes encounter forms and inspects the form for completeness and accuracy.
Copies insurance cards and uploads into the EMR as appropriate.
Balances and closes cash box daily for the clinic/unit.
Prepares ancillary forms for other services (i.e. x-rays, vascular studies, etc.)
Talks to patients about financial accounts, and collects as appropriate.
Obtain insurance prior authorization for prescribed services.
Secures referrals to other providers for HMO patients.
Secures referrals from PCPs for HMO patients to be seen in the clinic.
Collects and verifies proof of income to determine what sliding scale discount is appropriate, if any.
Orders supplies when low and need to be reordered.
Types notes and letters for physicians as needed, via mail or patient portal.
Makes immunization cards as needed.
Sorts and distributes mail.
Communicates with patients of all ages in a professional manner at all times.
Communicates with co-workers and employees in a manner which promotes a highly “team oriented” approach.
Enhances professional growth and development through in-service meetings and education programs.
Maintains patient confidentiality.
Works with clinic management to complete monthly audits for Joint Commission such as: Environment of Care, Hand Washing, and Charts.
Coaches Patient Service Representatives on OU Health CICARE model and assists with CICARE Competency audits.
Responsible for validating Business Continuity Access computers are up-to-date and safe guarded against downtime.
Serves as lead employee or assistant supervisor.
Mentors and trains new employees as needed / directed.
Performs other duties as assigned.