Patient Services Rep IV

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Day - 08 Hour (United States of America)

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 IV serves as leader with a high degree of knowledge in the overall clinic functions and recognized expertise in specific areas. This position utilizes problem-solving to resolve unique clinic issues/problems and performs complex duties.

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
• Knowledge of Level I, II, & III, in addition, but not limited to the following:
• Registers new patients and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
• Serves as a project/team lead, overseeing the work output of other team members.
• Coordinates and supports staff schedules based on operational needs.
• Fills in or acts as supervisor in event of supervisor’s temporary absence.
• Assists managers/ supervisors in performance management responsibilities such as tracking time/attendance, and monitoring daily duties providing feedback and guidance to staff.
• Works with care teams, patients, and outside facilities to obtain necessary information required for care.
• Develops training curriculum for staff
• Acts as a liaison, attending necessary meetings with clinical teams
• Creates and ensures adherence to standard workflows.
• Participates in the implementation of organization wide improvement projects.
• Participates in leading daily leadership huddles, leads daily team huddles, and attends department and operational meetings.
• Knowledge
• Same as Level III and, in addition:
• Demonstrates a thorough knowledge of principles, practices, applicable to healthcare developed through specialized training and/or extensive related experience.
• Knowledgeable about the organization’s strategic goals, long-term direction, and performance.
• Develops leadership skills.
• Level of Supervision
• Functions independently seeking assistance as appropriate.
• 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

• Three (3) years 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, II & III, 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 into practice management system and EHR.
• Super-user for clinical computer systems.
• Demonstrate ability to orient new clinic staff to the clinical computer systems.
• Ability to obtain new computer skills, orient appropriately, and act as resource as needed.
• 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.

Physical Demands and Work Conditions

Physical Demands

• Occasional Sitting.
• Constant Walking.
• Constant Standing.
• Constant Bending.
• Frequent Squatting.
• Occasional Climbing.
• Occasional Kneeling.
• Seldom Crawling.
• Constant Hand Use.
• Frequent Repetitive Motion Hand Use.
• Frequent Grasping.
• Occasional Fine Manipulation.
• Frequent Pushing and Pulling.
• Occasional Reaching (above shoulder level).
• Frequent Twisting and Turning (Neck and Waist).
• Constant Vision (Color, Peripheral, Distance, Focus).

Lifting

• Frequent lifting of 0 - 10 lbs.
• Occasional lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Occasional lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Carrying

• Frequent lifting of 0 - 10 lbs.
• Occasional lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Occasional lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Working Environment

• Seldom Driving cars, trucks, forklifts and other equipment.
• Constant Working around equipment and machinery. Clinical equipment and machinery.
• Seldom Walking on uneven ground.
• Seldom Exposure to excessive noise.
• Seldom Exposure to extremes in temperature, humidity or wetness.
• Seldom Exposure to dust, gas, fumes or chemicals.
• Seldom Working at heights.
• Frequent Operation of foot controls or repetitive foot movement.
• Seldom Use of special visual or auditory protective equipment.
• Frequent Use of respirator.
• Constant Working with biohazards such as blood borne pathogens, hospital waste, etc.. Hazardous drugs included.

Blood Borne Pathogens

• Category I - Tasks that involve exposure to blood, body fluids, or tissues

Travel Requirements

• 20% travel:

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 $32.28 - $41.15 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.