Patient Services Rep

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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.

Stanford Health Care - University Healthcare Alliance

• 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 routine support work and in a learning capacity, assists in 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, schedule 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 , 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 CI‑Care principles.
• Meets all regulatory and compliance standards.
• Knowledge
• Learns to apply general knowledge through work assignments.
• 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.
• 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.

• High school graduate or equivalent required.

• One (1) year of customer service experience in a…