Patient Services Rep III

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. 

 

Day - 08 Hour (United States of America)

This is a Stanford Medicine Partners 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 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 Medicine Partners

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

Phys