Patient Service Representative (PSR)

Summary

As a Patient Service Representative, you support the Star Valley Health mission, vision and values every day. You are responsible for providing a seamless entry for patient into our clinics and hospital. You are often the first contact patients have with Star Valley and you are entrusted with the responsibility of providing a positive first impression to individuals served by Star Valley Health. You are responsible to provide timely, efficient, and customer focused service to patients, visitors, and team members.

Job Duties

1) Patient Engagement:

a) Cordially greets and interacts with external and internal customers in-person, on the phone, and via electronic forms of communication

b) Responsible to maintain First Impressions standards.

c) Use AIDET in all interactions

2) Scheduling:

a) Schedules patient appointments to effectively utilize the providers’ schedules and create patient satisfaction.

b) Coordinates efforts to fill no-show and cancellations in schedules to increase office productivity.

c) Check patients out and schedule any needed follow-up visits

d) Verify and collect patient insurance and demographic information prior to their visit with the providers

3) Financial Stewardship:

a) Ensures all necessary information for billing, follow-up, authorization, and medical records are obtained correctly.

b) Accountable for knowing and collecting co-pays, balances, and referring to appropriate departments for financial arrangements that have been or need to be made.

c) Accountable for contributing to the sound financial operation of the department through the appropriate use of time, supplies, and application of patient financial responsibility policies

4) Communication Support:

a) Ensures the confidentiality of all records and compliance with HIPAA standards.

b) Responsible for answering phone calls, ensuring patients questions and concerns are responded to in a timely manner.

c) Ensures the routing of patient information to clinical providers in a timely and accurate manner.

d) Interacts with providers, provider office staff and ancillary departments in a courteous and respectable manner to arrange follow up for patients.

e) Completes filing, copying, and faxing duties daily.

5) Teamwork:

a) Demonstrates efficiency and dependability with assigned job responsibilities and cross-trains, as appropriate, to assist other staff members in their job duties.

b) Attends department meetings and other pertinent center wide meetings as required.

c) Develop relationships with the providers and the medical staff in the clinics to understand their patient interaction patterns

d) Represent Star Valley Health in a positive manner

e) Capable of making decisions without continuous direction

f) Perform other duties as assigned or identified

Behavioral Standards

1) Service:

a) Patient-centered customer service: Genuinely cares about people

b) Cultivates a compassionate environment: Changing lives for the better together

2) Quality:

a) Clinical and operational excellence: A relentless drive to be the best

b) Holistic approach: Thinks and acts for the benefit of the whole

3) People

a) Promotes a collaborative environment: Builds effective working relationships with others

b) Identifies & develops talent within themselves and others: Prepares others to deliver excellence

c) Has crucial conversations with team members in support of high-quality care and human interactions

4) Financial

a) Business acumen: Knows, owns, and drives our business

b) Continually simplifies and improves: Works to make everything as efficient as possible

5) Growth

a) Fosters innovation: Seeks and applies leading edge solutions

b) Sets clear direction: Tell others where you are going, how to get there, and why

Requirements

Abilities & Skills:

1) Work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patient, visitors, and teammates

2) Demonstrate sound judgment, patience and maintain a professional demeanor at all times

3) Work in a busy and stressful environment

4) Organizational skills and the ability to prioritize and optimize work efforts

5) Computer skills: Microsoft Word, Excel, Outlook, Electronic medical records software

6) Strong interpersonal verbal and written communication skills

7) Skillful with general office equipment

8) Creativity, problem analysis and decision making

9) Comply with HIPAA and other federal, state and local regulations as well, as maintain highest degree of confidentiality in patient, visitor and team member matters

10) Work varied shifts

11) Sit, stand, walk, push, bend, and reach throughout the day

Experience & Education

1) High school diploma or GED

2) Previous hospital or clinic experience and knowledge of medical terminology preferred

3) BLS certification preferred

4) General filing, billing, and business office organization experience preferred

Note: Position descriptions are intended to serve as a guideline for typical duties and requirements of a position but are not inclusive. Additional or different responsibilities within a reasonable scope of the position description may be added or deleted any anytime at the discretion of the Star Valley Health leadership team.