ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Patient Service Representative 2

REPORTS TO POSITION: Clinic Supervisor/Manager

DEPARTMENT: St. Charles Medical Group

DATE LAST REVIEWED: November 2024

OUR VISION: Creating Americas healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: The Patient Service Representative (PSR) position is staffed throughout all St Charles Health System ambulatory outpatient service lines and specialties, located throughout the Central Oregon tri-county area.

POSITION OVERVIEW: The Patient Service Representative 2 is an advanced patient services position and acts as liaison between patients and the professional staff by facilitating clerical and reception responsibilities and assisting in administrative tasks. PSRs collaborate with clinical staff to ensure we are providing our community with comprehensive and compassionate health care.

This position does not directly manage any other caregivers, however, may be asked to review and provide feedback or training regarding the work of others.

ESSENTIAL FUNCTIONS AND DUTIES:

Patient Scheduling

• Accurately schedules appointments based on department scheduling guidelines, maximizing patient access and provider utilization.

• Performs advanced and complex scheduling functions for the department.

• Maintains advanced scheduling knowledge to perform additional scheduling functions including but not limited to cancelling, rescheduling and no showing appointments in accordance with SCHS policy and procedure.

• Uses electronic health system to maintain department appointment requests, waitlist and follow up reports.

Pre-Arrival and Financial Clearance

• Performs real time eligibility (RTE) for insurance benefits.

• Uses RTE information to accurately route scheduling requests or schedule appointments.

• Ensures authorization is linked to all appointments at the time of check in.

• Assists with processing of authorizations and / or referrals with medical staff as required by insurance companies. Explains authorization requirements and answers patient authorization questions.

• Reconciles daily schedules with appointment reports.

• Responsible for addressing registration related work queue items that require resolution prior to encounter closure.

Patient Registration

• Responsible for accurately recording patient demographics, insurance and billing information at the time of scheduling, check in, and check out.

• Courteously and confidently requests appropriate patient payments from patients/guardians. Accurately process all payment types (copays, co-insurance, prepayment, deductible, self-pay balances) and completes daily deposits and batch reports.

• Resolves complex registration errors and missing registration items.

• Consistently meets or exceeds point of service cash collection expectations.

• At the time of check out, provides patient with printed After Visit Summary upon request, schedules follow up visits as needed, collects any copay that remains due for the days services.

• Performs more complex patient status and ancillary registration functions within the EHR. Examples include but are not limited to chart correction requests, deceased patient worklow, and mark patients for merge.

Clinic Daily Operations

• Maintains patient access related departmental files, programs and lists.

• Uses EHR to generate patient lists and letters. Route letters for printing and via patient portal.

• Performs maintenance of department downtime processes and documentation. Assists department leaders and can serve as a subject matter expert in the event of a downtime.

• Performs daily readiness activities such as turning on computers, equipment, kiosks, readying patient waiting areas and check in areas, ensuring supplies are fully stocked.

• Assists with processing and resolving incoming and outgoing electronic and telephone messages, worklist entries and basic work queue items within the electronic health record in accordance with established protocols.

• Responsible for intermediate support and knowledge of document collection and distribution, locating and distributing patient documents and information to appropriate staff members.

• Faxing, scanning, indexing medical records into document management system.

• Opening and distributing incoming communications (mail, paper and electronic faxes).

Customer Service

• Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.

• Supports the vision, mission, and values of the organization in all respects.

• Provides direction and assistance to patients as needed.

• Facilitates scheduling of or arranges for interpretive services for patients as needed.

• Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

• Provides and maintains a safe environment for caregivers, patients, and guests.

• Supports the onboarding process of new caregivers to the department, providing training and onboarding in all aspects of the role.

• Provides cross coverage and support to other departments for this role when requested.

• Conducts all activities with the highest standards of professionalism and confidentiality.

• Complies with all applicable laws, regulations, policies, and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

• May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required: High school diploma or GED.

Preferred: N/A

LICENSURE/CERTIFICATION/REGISTRATION:

Required: Ability to travel to business functions/trainings/meetings and all St. Charles Health System worksites.

Preferred: N/A

EXPERIENCE:

Required: One year prior healthcare experience, of which nine months was in a PSR Tier 1 role within the same clinic at St Charles.

Preferred: One year of clerical support in a healthcare setting or related experience. Basic medical terminology.

PERSONAL PROTECTIVE EQUIPMENT:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Communication/Interpersonal

Ability to work as part of a Care Team with providers and clinical staff.

Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.

Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.

Strong team working and collaborative skills.

Organizational

Ability to multi-task and work independently.

Attention to detail.

Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.

Mathematical Skills:

Performs basic math (add, subtract, multiply and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data, or number manipulation).

Language Skills:

Read, write, speak, and understand English.

Computer

Basic to intermediate ability and experience in computer applications, specifically electronic medical records system, and MS Office.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.

Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP