Patient Services Representative 3

Patient Services Representative 3 (PSR 3)

The UC Davis Comprehensive Cancer Center's Office of Community Outreach and Engagement is seeking a Patient Services Representative 3 (PSR 3) to provide front-line patient support for the Mobile Mammo+ clinic, ensuring a welcoming, efficient, and confidential experience for patients receiving care on the mobile clinic.

This position will report 100% onsite to the Mobile Mammography clinic (primarily parked at the UCDH Elk Grove clinic or at a community-based location in the greater Sacramento area) to perform a variety of duties, including front office duties such as telephone and in-person reception, registration and pre-registration in EPIC, screening, benefits verification, scheduling, patient navigation to diagnostics as needed and coordination with clinical staff across UC Davis Health and community sites.

Minimum Qualifications:

• High school diploma, GED equivalent or equivalent experience / training
• At least one year of recent relevant experience.
• Knowledge and experience of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Strong interpersonal and communication skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public across diverse populations with patience, courtesy and professionalism, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset, with a focus on patient-centered care and team collaboration.
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management, (i.e. scheduling, template maintenance, maintenance of demographic and insurance information).
• Able to maintain knowledge of computer system changes/updates, including required training.
• Must provide accuracy of data entered into computer systems, following set protocols.
• Follow university and departmental procedures to report and resolve system problems.
• Ability to work independently and travel to various clinic locations.
• Ability to learn and/or experience navigating the Electronic Medical Record (EMR) system (e.g. EPIC).
• Typing skills sufficient to use computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise and easy to understand.
• Ability to engage with individuals from diverse cultural and socioeconomic backgrounds effectively.
• Bookkeeping skills sufficient to maintain accurate records of patient financial transaction and prepare related financial reports, balance cash box, and prepare deposits as needed.
• Organizing skills to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions.
• Knowledge of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Filing skills to maintain logs and files of information in alphabetical, chronological and/or numerical order, such that it is current and easily retrievable.
• Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• In depth knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and workers' compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-9, CPT and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.
• Proven ability to manage multiple responsibilities, prioritize tasks, and meet deadlines.
• Ability to accomplish a variety of concurrent assignments in an effective and efficient manner, demonstrating ability to organize, prioritize and complete assignments in a designated time frame.
• Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines.
• Problem solving skills to independently define a problem identify the resources available to help solve the problem, create viable solutions and take the necessary action to implement problem resolution and ensure prompt and satisfactory resolution.
• Decision making skills to independently exercise delegated authority to take action and to appropriately seek assistance from others when limits of delegated authority have been reached.

Preferred Qualifications:

• Knowledge of breast cancer screening, diagnostic imaging, and treatment processes.
• Familiarity with mobile healthcare services and community-based healthcare delivery.
• Knowledge of or ability to learn and understand all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• Knowledge of or ability to learn about health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, to support scheduling, follow up care coordination, and billing functions as needed.
• Knowledge of proper body mechanics when transferring or assisting patients; ability to safely assist patients.
• Ability to handle equipment and supplies such as printers.
• Ability to handle confidential information such as CD's and other medical documents.

Key Responsibilities:

• 50% - Patient Coordination
• 50% - Operations

Department Overview:

The University of California, Davis Comprehensive Cancer Center (UCDCCC) is a Comprehensive Cancer Center designated by the National Cancer Institute, and an Organized Research Unit under the Office of Research. UCDCCC is a clinical and research enterprise consisting of 255 faculty members from the Davis, Sacramento, and Lawrence Livermore National Laboratory campuses with research funding totaling $54M. The UCDCCC's Office of Community Outreach and Engagement (COE) catalyzes, conducts, and leads bidirectional outreach and engagement that addresses the cancer control, prevention and research needs of our 19-county catchment area (Alpine, Amador, Butte, Calaveras, Colusa, El Dorado, Glenn, Merced, Nevada, Sacramento, San Joaquin, Solano, Sierra, Stanislaus, Sutter, Tehama, Placer, Yolo, and Yuba).

Department Specific Job Scope:

This position performs a variety of duties, including front office duties such as telephone and in-person reception, registration and pre-registration in EPIC, screening, benefits verification, scheduling, survey administration and data entry for the mobile mammography clinic. The position is responsible for providing optimum customer service while checking patients in and escorting them to their appointment. This position will also review registration errors, complete phone and/or text message reminders for upcoming appointments, verify patient insurance and demographic information, administer patient surveys and provide limited, or back up billing functions as needed. They will complete pre-registration for community events and assist Elk Grove staff as needed for registration/check in duties. Furthermore, the PSR will coordinate with Department of Radiology, community clinics and any other necessary health system departments to request and obtain prior mammogram images and any other information from other facilities to ensure the Radiologist/provider has appropriate records for evaluation. This position will report 100% FTE in person to the location where the mobile mammo+ clinic is parked, whether it is serving UCDH patients such as at the UC Davis Elk Grove Clinic or at a community event. If the mobile clinic is not in operation, then the position would either complete other pre-registration or patient navigation/follow up activities either remotely, onsite, or will report to UC Davis Elk Grove Clinic to assist with MOSC/PSR related duties inside the brick and mortar clinic. This position requires the skills and ability to manage the level of responsibility and accountability necessary to provide specialized duties for the department/clinical team for which it is assigned. Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs. This position may also perform front office duties consistent with that of PSR 2, per operational needs.

POSITION INFORMATION:

Salary or Pay Range: $ 29.46 - $36.63

Salary Frequency: Hourly

Salary Grade: 266

UC Job Title: MED OFC SVC CRD 3

UC Job Code: 009214

Number of Positions: 1

Appointment Type: Staff: Career

Percentage of Time: 100

Shift (Work Schedule): varied

Location: Aggie Square (AGGSQ)