Centralized Service Representative; Relief

Relief, Variable Schedule Pay Range: $22.30 - $30.11 One Call - Bend, OR

Centralized Service Representative

Ambulatory Access Director or Delegate

Patient Access Services

March 2026

Creating America's healthiest community, together.

In the spirit of love and compassion, better health, better care, better value

Accountability, Caring and Teamwork

Patient Access Services is a support services division of St Charles Health System. Patient Access serves as a liaison to inpatient and hospital-based outpatient departments. Ambulatory Access serves as a liaison to ambulatory outpatient departments by providing scheduling, registration, prior authorization, medical records, population health outreach, and project management support. We encourage collaboration between clinical and non-clinical staff to ensure we provide our community with comprehensive and compassionate health care.

The Centralized Service Representative (CSR) provides telephone and digital support for patients, their representatives, and provider offices. This requires broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures, including complex scheduling scenarios and patient care pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics. Centralized Service Representatives’ home department may be a specific location that is supported by Patient Access Services, the St Charles One Call Centralized Call Center, may float between multiple locations, or may work remotely from home under current St Charles Health System work from home requirements.

This position does not directly manage any other caregivers.

• Responsible for accurately creating or locating patient accounts in the electronic health record system.
• Collects and records patient demographics, insurance and billing information.
• Performs real-time eligibility for insurance benefits.
• Updates database and patient profiles to reflect the most current contact information.
• Responsible for processing and routing large volumes of diversified patient telephone calls accurately in accordance with department and St Charles Health System established protocols.
• Accurately schedules patient appointments and procedures across multiple service lines and specialties, following established protocols that promote positive patient experience, efficiency and standardization.
• Reviews and processes referral information to ensure accuracy in scheduling; report potential issues, clarify and/or collect any missing information and coordinate the schedules of providers, nurses, examination rooms and equipment.
• Communicates patient and provider requests and responds accurately using the appropriate procedures for contacting clinics and/or clinic staff.
• Utilizes advanced active listening skills to handle special and priority calls such as urgent and emergent conditions in accordance with St Charles Health System established protocols.
• Responds to all customer and emergency calls in a confident, rapid, accurate, pleasant, and professional manner with the ability to remain calm in emergency situations.
• Attention to detail in recording patient messages and reasons for call or appointment and accurately transcribing that information into the electronic health record following department protocols and standards.
• Addresses, deescalates or appropriately routes patient complaints or concerns.
• Accesses and maintains all department specific files, programs and recall systems.
• Actively…