Patient Services Representative - MCC

The Department of Corrections is seeking a highly motivated and qualified Patient Services Representative (PSR) for the Monroe Correctional Complex located in Monroe, WA.

Under the supervision of the Health Services Patient Services Supervisor, the PSR supports providing quality on-site and off-site health care services to patients, consistent with the provisions of the WA DOC Health Plan. The PSR will work collaboratively with the clinical providers and transport team utilizing the established CRC Process and Scheduling Process and guidelines, cross‑train to serve as backup for other PSR staff as needed, and support adherence to DOC Policy.

• A detailed resume
• A cover letter
• Three professional references

Application assessment will be ongoing. The hiring authority reserves the right to offer the position at any time during the recruitment process. It is advantageous to apply early.

• Process authorized/denied CRC consults after HQ update
• Call and schedule patient appointments with off‑site providers
• Request licensed staff (RN, LPN, or Provider) to complete and/or sign required paperwork for an off‑site appointment
• Place medical holds on patients when appropriate
Call units and custody staff when appointments are cancelled; reschedule to next available appointment

• Schedule onsite medical, dental, nursing, and mental health/psychiatry appointments in OMNI‑HS as required
• Ensure mental health appointments are scheduled within 30 days of arrival

• Ensure appointments in OMNI‑HS correspond with provider/practitioner schedules
• Cancel and reschedule appointments as needed using the Cancellation List provided by Headquarters
• Coordinate with other schedulers to generate a daily call‑out sheet; submit by 0800 deadlines
• Adhere to all scheduling deadlines
• Answer patient kites and phone calls regarding scheduling appointments
• Answer phone calls and e‑mails from staff concerning urgent issues
• Maintain patient confidentiality throughout the scheduling process
• Use OMNI consult Chronos for communications
• Update and maintain Scheduler Queue/Appointment database; create CRC Reports and D3 lists
• When backing up the dental scheduler, update and maintain D3 lists as needed
• Create CRC approval/denial notifications and forward to patients
• Create Consult Request Reports and CRC Reports
• Ensure shell appointments are scheduled by the target date in OMNI‑HS daily
• Follow up with providers on unresolved appointments daily
• Investigate unresolved medical appointments
• Delete only appointments created for movement purposes only (e.g., diabetic line)
• Communicate with custody regarding patient movement for medical purposes; coordinate escorts, interpreters, and adherence to custody/security procedures around gate/movement times

• Update the monthly calendar/schedule to reflect approved leave for providers, adjusting/rescheduling patients as necessary
• Respond to staff emails requesting scheduling information or changes
• Answer multi‑line phones and soft phone; utilize E‑fax; respond to all messages timely

• High School Diploma or equivalent
• Ability to deal with problems and conflicts in a rational and professional manner
• Experience in an office or customer service position in a healthcare/services environment; knowledge of medical terminology
• Ability to interpret policies and procedures; strong written and verbal communication
• Proficiency in computer applications including Outlook, Word, Excel, and Access; advanced typing and software skills
• Physical ability to bend, reach, pull health records from shelves at all levels, lift crates of health records, and push carts
• Ability to work in an open cubicle environment
• Ability to work across multiple correctional facilities, resulting in close proximity to incarcerated individuals

• Two years of general office experience or experience in an office or customer service position in a healthcare/services environment; knowledge and understanding of medical terminology
• Equivalent education/experience

• References should be individuals who…