Patient Service Representative Ii - Pinole, United States - Stanford Health Care- University Health Care Alliance

Description

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.

• C-ICARE
• Executes world class practices of service and patient care in support of C-ICARE standards.
• Uses C-ICARE 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 followup 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 copayment 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 clinicspecific 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 inbasket(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 departmentspecific 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.

• High school graduate or equivalent required.

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

• 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