Patient Service Representative Ii

**This is a Stanford Health Care - University Healthcare Alliance job.**

**A Brief Overview**
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 II performs PSR I duties, in addition, acquires job skills to complete substantive assignments/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate actions; executes work in an assigned area to develop expertise needed to be fully functional in an assigned specialty area/clinic.

**Locations**
Stanford Health Care - University Healthcare Alliance

**What you will do**
- 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 independently all of Level I, in addition, 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 and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
- Schedules new or follow-up appointments in a courteous and professional manner in accordance with performance standards.
- Identifies accepted insurance plans and those requiring referrals.
- 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 ID, insurance card and/or waiver.
- 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.
- Facilities 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.
- Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
- Manages EHR in-basket(s), work queues and schedule templates as assigned in accordance with performance standards.
- Balances cash sheet and cash drawer, completes daily deposit summary and prepares monthly deposit summary in accordance with performance standards.
- Assists with master scheduling template for the department.
- Specialized scheduling/referral coordination.
- Floats as needed.
- Provides orientation and training to new staff as assigned.
- Serves as a job expert in assigned areas, taking on additional special assigned duties.
- Knowledge
- Same as Level I and, in addition:

- Prioritizes own tasks.
- Level of Supervision
- Continues to develop knowledge and skills. Work is reviewed for accuracy and completeness.
- Assignments are selected to provide increased complexity and variety within the specialty area.
- 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.

**Education Qualifications**
- High school graduate or equivalent required.

**Experience Qualifications**
- One (1) year of PSR or related experience required.
- Graduate of a Medical Receptionist training program, healthcare experience, or related preferred.
- EPIC experience preferred.

**Required Knowledge, Skills and Abilities**
- Same as Level I and, in addition:

- Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
- Ability to maintain composure during challenging interpersonal interactions.
- Legible handwriting.
- Basic math skills necessary to collect payments and balance cash drawer.
- Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information