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 PSRI 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 inan assigned specialty area/clinic.

Locations Stanford Medicine Partners

What You Will Do

• C-I-CARE
• 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 families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-