Patient Service Representative/Referral Specialist

Job Description

Job Description

Department: Behavioral Health

Position Type: Full-Time

FLSA:  Non-exempt

Job Summary: 

Join us and be a part of Trillium—a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. The PSR/Referral Specialist is responsible for performing a variety of non-clinical duties in support of patients, clients, behavioral health providers and other ancillary staff following established methods and procedures.

Duties/Responsibilities:

Patient Services Representative 

• Serve as the first point of contact for patients, providing a welcoming and professional experience.
• Schedule appointments and manage patient information using the EMR system.
• Answer and route phone calls; initiate triage requests when appropriate.
• Check patients in and out, verify insurance, and process payments.
• Maintain accurate medical records and manage incoming/outgoing documentation.
• Support providers with administrative tasks and schedule adjustments.
• Uphold confidentiality and demonstrate respect for diversity and inclusion.
• Participate in quality improvement and compliance activities.

Referral Coordination Behavioral Health 

• Coordinate and manage patient referrals to behavioral health services, ensuing timely and accurate processing.
• Communicate with patients, providers, and behavioral health specialists to facilitate the referral process.
• Verify patient insurance coverage and obtain necessary authorizations for behavioral health services.
• Track referral status, follow up on pending referrals, and update the patient EHR with relevant information.
• Provide patients with information about behavioral health resources, including contact details and appointment instructions.
• Collaborate with behavioral health providers to ensure continuity of care and smooth transitions between services.
• Utilize Epic to electronically route/fax medical documentation as needed and requested by clinical staff, outside agencies, and insurance payors. 

Miscellaneous

• Requires the ability and commitment to respect and support patients, other employees and visitors with various lived experiences.
• Requires individual demonstration of commitment to the mission, vision, One Trillium values, behaviors and modeling them in the organization.
• Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.
• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits and quality improvement plans.
• Required to participate in continuous improvement of job responsibilities and organizational or work processes to advance the organization or department. 
• Other specific duties as assigned.

 

Required Skills/Abilities:

• Excellent customer service and communication skills.
• Ability to speak, read, and understand English fluently.
• Proficiency with electronic medical record (EMR) systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Comfortable handling sensitive information with discretion.
• Team-oriented with a collaborative mindset.
• Commitment to inclusiveness and cultural sensitivity.

Education and Experience:

• Minimum of a high school diploma or equivalent (GED) required.
• 1–3 years of experience working in a medical office or clinic setting required.
• Familiarity with electronic medical record (EMR) systems, with EPIC experience strongly preferred.
• Bilingual skills in Spanish preferred.

Physical Requirements

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.