Patient Services Representative I - Nisqually Generations Healing Center

Please note: NSORNA Nisqually's Sex Offender Registration and Notification Act requires all individuals who have been convicted of a sex offense to register with our Public Safety Department. This is true whether or not you have to register with any other jurisdiction.

ICW/Vulnerable Adults. This position has regular contact with or control over Indian Children and Vulnerable Adults. In compliance with Federal Law, this position will not be filled by an applicant with any felonious offense or any of two or more misdemeanor offenses under Federal, State, or Tribal Law involving crimes of violence; sexual assault, molestation, exploitation, contact, or prostitution; crimes against persons; or offenses committed against children.

*This position requires a fingerprint check, which is a standard procedure for many jobs, especially those involving children or vulnerable populations.

GENERAL SUMMARY

The Patient Service Representative I (PSR I) provides front-line clerical and administrative support to patients and staff at the Nisqually Generations Healing Center. This position reports to the Office Manager. The PSR I is responsible for facilitating daily front office operations, including patient check-in and check-out, appointment scheduling, phone communications, filing, and document preparation. This role supports a wide range of services-medical, dental, medication-assisted-treatment (MAT), substance use disorder (SUD), and behavioral health. This position requires proficiency in office administration, basic accounting and mathematics, and a compassionate understanding of how substance use impacts individuals, families, and communities. The PSR I is a key role in creating a welcoming, organized, and healing-centered environment for all who enter the clinic.

This position ensures confidentiality, security, and accuracy of records, and promotes positive employee, customer, and community relations. Strong written and verbal communication skills are required and outstanding customer service to fellow employees, customers, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

PRIMARY RESPONSIBILITIES

Primary responsibilities are the basic job duties that an employee must be able to perform. This list of responsibilities is intended to be representative of the duties performed within this classification. The omission of a function does not preclude management from assigning duties not listed if such duties relate to the position.

• Welcoming, assisting and providing excellent customer service to patients and visitors with professionalism and empathy.
• Facilitating patient check-in and check-out procedures.
• Coordinating patient appointment scheduling across departments, balancing provider availability along with patient needs.
• Verifying insurance coverage and updating patient demographic information.
• Assisting patients with signing up for insurance as applicable.
• Answering phone calls, routing messages, and responding to routine inquiries.
• Preparing accurate and confidential records using Electronic Health Record (EHR) systems.
• Supporting patients through the intake and treatment process with sensitivity and discretion.
• Ensuring compliance with patient confidentiality procedures, 42 CFR part 2, and HIPAA.
• Collaborating with clinical and administrative staff to support coordinated care.
• Performing general office tasks such as filing, data entry, and document preparation.
• This position will be cross trained to assist staff with all other duties as necessary.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience

• High School Diploma or GED equivalent
• 2+ years of medical, clinical or behavioral health office, EHR and, patient service experience in a fast-paced environment or appropriate combination of education and experience.
• Must possess a valid Washington State Driver's license and maintain a driving record that meets the minimum requirements established by Nisqually Indian Tribes vehicle insurance provider.
• Successfully pass a pre-employment drug screen and criminal background check.
• The ability to work with vulnerable populations including adults and children.
• Must pass a State and National (FBI) criminal history background check prior to employment.

PREFERRED QUALIFICATIONS

• One year or more of related college coursework in business administration and/or office skills
• Knowledge of the Nisqually Indian Tribe's history, customs, traditions, and ability to demonstrate cultural sensitivity.
• Experience working with Federally Recognized Tribes.

SUPERVISION

This position does not supervise.

COMPETENCIES

Possesses the knowledge, skills, and abilities to successfully perform the primary responsibilities of the position.

Knowledge of:

• HIPAA and PHI knowledge and adherence to state (RCW, WAC) and federal confidentiality regulations (42 CFR part 2).
• Clinic workflows and patient intake procedures in a healthcare setting.
• Trauma-informed care principles and cultural sensitivity in patient interactions

Skilled in:

• Experience with Electronic Health Records (EHR) and basic office software
• Commitment to providing excellent customer service
• Clear and courteous verbal and written communication; effective phone handling
• Coordinating schedules and managing appointments across multiple departments
• Data entry, filing and maintaining accurate patient records

Ability to:

• Demonstrates empathy, professionalism and cultural sensitivity when interacting with patients
• Strong attention to detail; able to manage scheduling, records and multitask efficiently
• Works effectively with clinical and administrative staff across departmentS
• Work in a computer-based environment, especially Microsoft Windows.
• Work in a cross-cultural environment and understand the social and cultural contexts of those they serve.
• Establish and maintain effective working relationships with patients, staff, and external agencies.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. While performing the duties of this position, the employee is frequently required to stand; walk; use hands; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.

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