Patient Services Representative (PSR) - Infectious Disease Clinic

Position Title:

Patient Services Representative (PSR) - Infectious Disease Clinic

Department: HB Infectious Diseases Center

Job Description:

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.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• 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.
• General Responsibilities
• Performs other duties as assigned.

Minimum Qualifications

Education Requirements

• Associate's Degree required.

Experience Requirements

• 5 or more years of experience in admitting, financial counseling, patient registration, or related area required.

License/Certification/Registration Requirements

• None required.

Knowledge/Skills/Abilities Requirements

• 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.

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.