Patient Service Representative

Overview 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 I is an entry‑level position with limited or no prior experience; under general supervision and performs a variety of clerical and patient care duties to assist practitioners and other members of health care team. For situations where the PSR is designated as a “trainee,” the incumbent will work under close supervision, requiring mentor sign‑off on certain activities. Locations Stanford Medicine Partners What you will do Execute world‑class practices of service and patient care in support of C‑I‑CARE standards. Use 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 Greets patients and others entering the department in a courteous and professional manner in accordance with performance standards. Registers new patients, schedules appointments and updates existing patient accounts in a courteous and professional manner in accordance with performance standards. Identifies accepted insurance plans and those requiring referrals, obtains and updates insurance information if necessary. 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. Obtains applicable consent from patient. 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. Facilitates 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. Communicates with clinical staff/providers through telephone encounters. Resolves registration discrepancies via assigned work queues. Balances cash sheet and cash drawer, completes daily deposit summary and prepares monthly deposit summary in accordance with performance standards. Delivers consistent high‑level of customer service by using C‑I‑CARE principles. Meets all regulatory and compliance standards. Performs other duties as assigned and participates in organization projects as assigned. Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies. Level of Supervision Works under general supervision and performs a variety of clerical and patient care duties to assist practitioners and other members of health care team. For situations where the PSR is designated as a “trainee,” the incumbent will work under close supervision, requiring mentor sign‑off on certain activities. Knowledge Learns to apply general knowledge through work assignments. Education Qualifications High school graduate or equivalent required. Experience Qualifications One (1) year of customer service experience in a medical office, insurance, or client services environment required. Graduate of a Medical Receptionist training program, healthcare experience, or related preferred. EPIC experience preferred. Required Knowledge, Skills and Abilities 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. 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 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 11‑20 lbs, occasional 21‑30 lbs, occasional 31‑40 lbs, seldom 40+ lbs. Carrying: frequent lifting of 0‑10 lbs, frequent 11‑20 lbs, occasional 21‑30 lbs, occasional 31‑40 lbs, seldom 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 CategoryII – Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned CategoryI tasks. Travel Requirements 20% travel. 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 families. Candidates for employment and existing employees must adopt and execute C‑I‑CARE standards for all of patients, families and toward each other. C‑I‑CARE is the foundation of Stanford’s patient‑experience and represents a framework for patient‑centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me : Anticipate my needs and status to deliver effective care. Show Me the Way : Guide and prompt my actions to arrive at better outcomes and better health. Coordinate for Me : Own the complexity of my care through coordination. Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non‑discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements. Base Pay Scale Generally starting at $25.03 - $31.92 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage. University HealthCare Alliance (UHA) is a physician network and medical foundation partnered with Stanford Health Care and Stanford Medicine. #J-18808-Ljbffr