Patient Services Rep II

Overview This role is part of the care team performing patient interaction and administrative support functions under general supervision. The PSR II (Patient Service Representative II) performs all LevelI duties and independently completes additional tasks of moderate scope and complexity. Responsibilities Execute world‑class patient and service practices using the C‑I‑CARE standards. Use C‑I‑CARE templates to CONNECT, INTRODUCE, COMMUNICATE, ASK permission, RESPOND, and EXIT. Greet patients and others, register new patients, update accounts, and schedule appointments following performance standards. Identify accepted insurance plans, determine co‑payment or deposit, accept payments, provide waivers, obtain signatures, and scan required documents. Resolve system red flags, answer requests from patients, families, physicians, and staff, and facilitate communication between patients and clinicians. Deliver basic knowledge of clinic‑specific processes, accurately document and route calls, and manage flow of information to staff members. Handle and deliver approval requests, lab reports, dictations, medical records, and other correspondence. Access the EHR for telephone encounters using SBAR or appropriate smart phrases. Manage EHR in‑basket(s), work queues, and schedule templates as assigned. Balance cash sheet and drawer, complete daily and monthly deposit summaries. Assist with master scheduling templates and specialized referral coordination. Float as needed, provide orientation and training to new staff, and serve as a job expert in assigned areas. Perform other duties and participate in organizational projects as assigned. Knowledge, Skills, and Abilities Strong verbal, written, and listening communication skills. Excellent interpersonal and telephone communication. Ability to maintain composure during challenging interactions. Legible handwriting and basic math skills required for payment collection. Basic computer skills, including keyboarding, mouse movement, and data entry into practice management and EHR systems. Proficiency with clinical computer systems. Effective organization and prioritization to meet time allotments and workflow standards. Ability to work flexibly and cooperatively with others. Qualifications High school graduate or equivalent. One (1) year of PSR or related experience. Graduate of a medical receptionist training program, healthcare experience, or related; EPIC experience preferred. Physical Demands and Work Conditions Various activities: constant sitting, occasional walking, standing, bending, squatting, kneeling, crawling, pushing, pulling, reaching, twisting, constant vision, lifting (0–10lb, 11–20lb, 21–30lb, 31–40lb). Occasional driving and working around equipment and machinery. Minimal exposure to noise, temperature extremes, dust, chemicals, biohazards (CategoryII), and operating foot controls. Travel Requirements Up to 20% travel. Compensation Base pay scale generally starting at $27.07–$34.52 per hour, determined by internal equity, experience, education, specialty and training. Equal Opportunity Employer Stanford Health Care (SHC) is an equal opportunity and non‑discrimination employer. SHC does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status or disability. Qualified applicants with criminal convictions will be considered after individualized assessment. #J-18808-Ljbffr