Patient Service Representative; PSR

Description

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.

• Patient Engagement
  • Cordially greets and interacts with external and internal customers in-person, on the phone, and via electronic forms of communication
  • Responsible to maintain First Impressions standards.
  • Use AIDET in all interactions
• Scheduling
  • Schedules patient appointments to effectively utilize the providers' schedules and create patient satisfaction.
  • Coordinates efforts to fill no-show and cancellations in schedules to increase office productivity.
  • Check patients out and schedule any needed follow-up visits
  • Verify and collect patient insurance and demographic information prior to their visit with the providers
• Financial Stewardship
  • Ensures all necessary information for billing, follow-up, authorization, and medical records are obtained correctly.
  • Accountable for knowing and collecting co-pays, balances, and referring to appropriate departments for financial arrangements that have been or need to be made.
  • 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
• Communication Support
  • Ensures the confidentiality of all records and compliance with HIPAA standards.
  • Responsible for answering phone calls, ensuring patients questions and concerns are responded to in a timely manner.
  • Ensures the routing of patient information to clinical providers in a timely and accurate manner.
  • Interacts with providers, provider office staff and ancillary departments in a courteous and respectable manner to arrange follow up for patients.
  • Completes filing, copying, and faxing duties daily.
• Teamwork
  • Demonstrates efficiency and dependability with assigned job responsibilities and cross-trains, as appropriate, to assist other staff members in their job duties.
  • Attends department meetings and other pertinent center wide meetings as required.
  • Develop relationships with the providers and the medical staff in the clinics to understand their patient interaction patterns
  • Represent Star Valley Health in a positive manner
  • Capable of making decisions without continuous direction
  • Perform other duties as assigned or identified

• Service
  • Patient-centered customer service:
    Genuinely cares about people
  • Cultivates a compassionate environment:
    Changing lives for the better together
• Quality
  • Clinical and operational excellence: A relentless drive to be the best
  • Holistic approach:
    Thinks and acts for the benefit of the whole
• People
  • Promotes a collaborative environment:
    Builds effective working relationships with others
  • Identifies & develops talent within themselves and others:
    Prepares others to deliver excellence
  • Has crucial conversations with team members in support of high-quality care and human interactions
• Financial
  • Business acumen:
    Knows, owns, and drives our business
  • Continually simplifies and improves:
    Works to make everything as efficient as possible
• Growth
  • Fosters innovation:
    Seeks and applies leading edge solutions
  • Sets clear direction:
    Tell others where you are going, how to get there, and why

• Work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patient, visitors, and teammates
• Demonstrate sound judgment, patience and maintain a professional demeanor at all times
• Work in a busy and stressful environment
• Organizational skills and the ability to prioritize and optimize work efforts
• Computer skills:
  Microsoft Word, Excel, Outlook, Electronic medical records software
• Strong interpersonal verbal and written communication skills
• Skillful with general office equipment
• Creativity, problem analysis and decision making
• 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
• Work varied shifts
• Sit, stand, walk, push, bend, and reach throughout the day

• High school diploma or GED
• Previous hospital or clinic experience and knowledge of medical terminology preferred
• BLS certification preferred
• 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.