Patient Services Rep II

Patient Service Representative II

Under general supervision, operates as part of the care team performing a variety of functions such as greeting patients, patient registration, insurance coverage and eligibility verification, scheduling and telephone management. The PSR II performs PSR I duties, in addition, acquires job skills to complete substantive assignments/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate actions; executes work in an assigned area to develop expertise needed to be fully functional in an assigned specialty area/clinic.

Executes world class practices of service and patient care in support of C-I-CARE standards. Uses C-I-CARE templates and the following components for all communication with patients and staff:

• CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
• INTRODUCE yourself and your role
• COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
• ASK permission before entering a room, examining a patient or undertaking an activity
• RESPOND to patient's questions or requests promptly; anticipate patient needs
• EXIT courteously with an explanation of what will come next
• Job Scope
• Performs independently all of Level I, in addition, but not limited to the following:
• Greets patients and others entering the department in a courteous and professional manner in accordance with performance standards.
• Registers new patients and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
• Schedules new or follow-up appointments in a courteous and professional manner in accordance with performance standards.
• Identifies accepted insurance plans and those requiring referrals.
• Determines if patient has a co-payment or deposit; accepts and records receipt of payment; provides applicable waiver and obtains appropriate signature; and, when appropriate, scans copy of patient's photo ID, insurance card and/or waiver.
• Resolves any system red flags as they are encountered.
• Responds to requests from patients, family members, physicians and staff in a courteous and professional manner in accordance with performance standards.
• Facilities communication between the patients and the physicians or clinic.
• Delivers basic knowledge regarding clinic-specific processes.
• Accurately documents and routes calls to the appropriate department(s).
• Manages flow of information received from various sources to appropriate staff member. May handle and deliver requests for approvals requiring signatures or input, lab reports, correspondence, dictations, and medical records.
• Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
• Manages EHR in-basket(s), work queues and schedule templates as assigned in accordance with performance standards.
• Balances cash sheet and cash drawer, completes daily deposit summary and prepares monthly deposit summary in accordance with performance standards.
• Assists with master scheduling template for the department.
• Specialized scheduling/referral coordination.
• Floats as needed.
• Provides orientation and training to new staff as assigned.
• Serves as a job expert in assigned areas, taking on additional special assigned duties.
• Knowledge
• Same as Level I and, in addition:
• Requires the ability to apply knowledge to perform work.
• Prioritizes own tasks.
• Level of Supervision
• Continues to develop knowledge and skills. Work is reviewed for accuracy and completeness.
• Assignments are selected to provide increased complexity and variety within the specialty area.
• All other duties as assigned including department-specific functions and responsibilities:
• Performs other duties as assigned and participates in organization projects as assigned.
• Adheres to safety, P4P's (if applicable), HIPAA and compliance policies.

Education Qualifications

• High school graduate or equivalent required.

Experience Qualifications

• One (1) year of PSR or related experience required.
• Graduate of a Medical Receptionist training program, healthcare experience, or related preferred.
• EPIC experience preferred.

Required Knowledge, Skills and Abilities

• Same as Level I and, in addition:
• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Ability to maintain composure during challenging interpersonal interactions.
• Legible handwriting.
• Basic math skills necessary to collect payments and balance cash drawer.
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
• Proficient user for clinical computers systems.
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
• Ability to work with others in a flexible, cooperative manner.

Physical Demands and Work Conditions Physical Demands

• Constant Sitting.
• Occasional Walking.
• Occasional Standing.
• Frequent Bending.
• Occasional Squatting.
• Seldom Climbing.
• Occasional Kneeling.
• Seldom Crawling.
• Frequent Hand Use.
• Frequent Repetitive Motion Hand Use.
• Occasional Grasping.
• Occasional Fine Manipulation.
• Frequent Pushing and Pulling.
• Occasional Reaching (above shoulder level).
• Frequent Twisting and Turning (Neck and Waist).
• Constant Vision (Color, Peripheral, Distance, Focus).

Lifting

• Frequent lifting of 0 - 10 lbs.
• Frequent lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Occasional lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Carrying

• Frequent lifting of 0 - 10 lbs.
• Frequent lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Occasional lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Working Environment

• Occasional Driving cars, trucks, forklifts and other equipment.
• Frequent Working around equipment and machinery.
• Seldom Walking on uneven ground.
• Seldom Exposure to excessive noise.
• Seldom Exposure to extremes in temperature, humidity or wetness.
• Seldom Exposure to dust, gas, fumes or chemicals.
• Seldom Working at heights.
• Seldom Operation of foot controls or repetitive foot movement.
• Seldom Use of special visual or auditory protective equipment.
• Seldom Use of respirator.
• Seldom Working with biohazards such as blood borne pathogens, hospital waste, etc..

Blood Borne Pathogens

• Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks

Travel Requirements

• 20% travel:

These principles apply to ALL employees: Commitment to Providing an Exceptional Patient & Family Experience University HealthCare Alliance dba Stanford Medicine Partners sets a high standard for delivering value and an exceptional experience for our patients and