Patient Services Rep III

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 III performs PSR I and II duties, in addition, serves as project lead in developing training for staff and providing feedback to the supervisor / manager on trainee's progress.

The position will be an expert in assigned areas, acting as a resource for staff.

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 & II, in addition, but not limited to the following :
• Creates master scheduling template for the department.
• Works collaboratively with team to determine daily staffing assignments.
• Responsible for flow management of assigned workgroup.
• Performs specialized scheduling or referral coordination more than 50% of the time.
• Performs scheduling for multiple specialties.
• Assists with resolving patient grievances, applying CICARE service recovery.
• Participates in the development and creation of standard work.
• Acts as a resource for levels I, & II, and assists level IV.
• Expert in assigned areas, taking on additional special assigned duties with no supervision.
• Assists in developing and reviewing training content for specific clinics and workflows.
• Evaluates trainee progress using provided assessment tools.
• Provides feedback to the supervisor / manager on trainee’s progress.
• Participates in development & maintenance of A3 for department improvement.
• Knowledge
• Same as Level I & II, in addition :
• Requires knowledge and understanding of practices and procedures in an assigned area or clinic.
• 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.
• 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

• Two (2) 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, 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 into practice management system and EHR.
• Super-user for clinical computer systems.
• Demonstrates ability to orient new clinic staff to the clinical computer systems.
• 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

• Constant Sitting.
• Occasional Walking.
• Occasional Standing.
• Frequent Bending.
• Occasional Squatting.
• Seldom Climbing.
• Occasional Kneeling.
• Seldom Crawling.
• Frequent Hand Use.
• Frequent Repetitive Motion Hand Use.
• Occasional 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.
• Frequent 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.
• Frequent lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Occasional lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Working Environment

• Occasional Driving cars, trucks, forklifts and other equipment.
• Frequent Working around 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.
• Seldom Operation of foot controls or repetitive foot movement.
• Seldom Use of special visual or auditory protective equipment.
• Seldom Use of respirator.
• Seldom Working with biohazards such as blood borne pathogens, hospital waste, etc..

Blood Borne Pathogens

Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks

Travel Requirements

20% travel :

These principles apply to ALL employees :

SHC Commitment to Providing an Exceptional Patient & Family Experience

• 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 $28.70 - $36.59 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.