Patient Services Representative; PSR

At Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Umpqua Health serves Douglas County, Oregon, where we prioritize personalized care and innovative solutions to meet the diverse needs of our members. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare.

Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together. Join us in making a difference at Umpqua Health.

Patient Services Representative (PSR)

Department: UHNC Front Office

Status:
Full Time, Non-Exempt position

Schedule:

Monday through Friday, with rotating Saturdays – Shifts depending on clinic needs, open 7:00am – 7:00pm

Location:

Onsite position (occasional travel as required)

This position is only open to applicants residing in Roseburg or surrounding locations within commuting distance.

Full-time position. Must reside in Oregon or Washington state.

Wage Band 13: $40,215 - $47,250 (dependent upon skills, experience, and education).

• Generous benefit packages including Vacation PTO, Sick Leave, Federal Holidays, and Birthday leave.
• Health, Vision, Dental Insurance
• 401k with a company match
• Vested for retirement immediately!
• Other company sponsored benefits
• Gym Membership Reimbursement through our Fitness Reimbursement Program
• Tuition reimbursement, and more.

The primary role of the Patient Services Representative is to greet patients, book appointments, schedule walk-in appointments, answer incoming calls, return calls, manage the fax machine, docuscan, verify insurance coverage information and collect payments while providing excellent customer service to the primary care, urgent care and behavioral health patients of Umpqua Health Newton Creek.

• Under the supervision of the Manager or Supervisor, a Patient Services Representative (PSR) I is responsible for answering incoming calls to the Clinic.
• Promotes a strong belief in Umpqua Health’s philosophy, purpose, mission, and ideals.
• Schedule appointments for patients.
• Answer telephone promptly and in a polite and professional manner.
• Obtain and enter accurate demographic information into the electronic medical record (address, telephone number, name of insurance or self-pay status).
• Schedule appointment correctly – review appointment date, time, and provider name with caller.
• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
• Remind callers to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
• Remind caller of cancellation/no-show policy.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Act as a liaison for the patients and the Umpqua Health.
• Direct calls to other departments as needed.
• Exercise sound judgment in handling calls, especially with upset patients.
• Demonstrate understanding of when to elevate calls to triage staff.
• Process record requests for all providers within Umpqua Health Newton Creek Clinic. This includes Providers previously in these locations.
• Ensure that all record requests are HIPAA compliant.
• Coordinate all paperwork and charts for assigned Provider’s scheduled appointments.
• Handle daily calls from attorneys, state agencies and other offices.
• Fill requests from the Douglas County Sheriff’s Office.
• Assist other offices with records requests.
• Enter records into the Practice Management and EMR.
• Docutrak all releases into the Document Manager.
• Internal courier delivery.
• Will participate and maintain a culture within URMC consistent with the content…