Patient Services Rep III

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Day - 08 Hour (United States of America)

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.

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.

Distinguished Characteristics:

PSR III – Performs PSR I duties and/or PSR II duties and also serves as project or team leader, overseeing the work output of others and staffing/scheduling PSR's. The PSR III fills-in or acts as supervisor in event of supervisor's temporary absence, and assists managers/ supervisors in performance management responsibilities such as tracking time/attendance, monitoring daily duties, and providing feedback and guidance to staff. NOTE: THIS IS NOT AN EXEMPT SUPEVISORY POSITION


Locations
Stanford Health Care - University Healthcare Alliance

What you will do

• C-I-CARE (1, 2):
• 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
• Patient Registration (1,2):
• Registers new patients and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
• Identifies accepted insurance plans and those requiring referrals.
• Handles any system red flags as they are encountered.
• 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.
• Communication and Front-Office Procedures (1,2):
• Greets patients and others entering the department 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.
• Responds to requests from patients, family members, physicians and staff in a courteous and professional manner in accordance with performance standards.
• Electronic Health Record Documentation (1,2):
• 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.
• Cashiering and Cash Handling (1,2):
• Balances cash sheet and cash drawer, completes daily deposit summary and prepares monthly deposit summary in accordance with performance standards.
• All other duties as assigned including department-specific functions and responsibilities (1, 2):
• Performs other duties as assigned and participates in organization projects as assigned.
• Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies.
• Provides orientation and training to new staff as assigned.

Education Qualifications

• High School Diploma or GED Required

Experience Qualifications

• 3+ years to 5 years as a Patient Services Representative Required
• Ability to type a minimum of 30 wpm Required
• Strong organizational and leadership skills to allocate time between many different duties and responsibilities where quick response to physicians, patients and patient family members is critical. Required
• Graduate of a Medical Receptionist training program or experience in healthcare or related setting. Preferred

Required Knowledge, Skills and Abilities

• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Legible handwriting.
• Ability to maintain composure during challenging interpersonal interactions.
• 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 into practice management system and EHR.
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
• Ability to work with others in a flexible, cooperative manner.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience


Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.



You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $29.56 - $37.69 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.