Patient Services Rep II

Brief 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 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. What you will do C-I-CARE 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 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. 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. 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 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. 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 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 computer 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 0‑10lbs.; Frequent lifting of 11‑20lbs.; Occasional lifting of 21‑30lbs.; Occasional lifting of 31‑40lbs.; Seldom lifting of 40+lbs.. Carrying: Frequent lifting of 0‑10lbs.; Frequent lifting of 11‑20lbs.; Occasional lifting of 21‑30lbs.; Occasional lifting of 31‑40lbs.; Seldom lifting of 40+lbs.. Working Environment: Occasional driving of 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: Commitment to Providing an Exceptional Patient & Family Experience. All employees must adopt and execute C-I-CARE standards for all patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient‑experience and represents a framework for patient‑centered interactions. In practice: Know Me, Show Me the Way, Coordinate for Me. 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 $27.07 - $34.52 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. #J-18808-Ljbffr