Patient Services Representative (PSR) - Call Center / Referrals - Stephenson Cancer Center

Remote Eligibility: Candidates must reside and work full-time in AR, KS, MO, OK, or TX before their first day of employment.

This position floats and supports the Patient Access team by assisting in the call center and managing new patient referrals as needed. The role provides flexible daily coverage across key access functions to ensure timely, efficient, and patient-centered service.

The Patient Services Representative II coordinates schedules of patients in an out-patient clinic and provides clerical assistance toward the smooth operation of the facility.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Schedules patient appointments, either by telephone or in person.
• Provides information about clinic operations.
• Obtains patient demographics on new patients and updates demographics on established patients.
• Answers telephone calls and distributes to the appropriate people.
• Coordinates schedules as directed to patients requiring multiple services, communicating with nursing and provider teams as necessary.
• Verified insurance eligibility, secures referrals, and follow up with status of referrals when communicating to patients.
• Complete insurance denials and works closely with providers, to obtain needed information to file appeals.
• Reports out abandon call rate in Tiered Huddles.
• Greets patients as they come into the clinic for scheduled appointments.
• Accepts payments and writes receipts.
• Distributes encounter forms and inspects the form for completeness and accuracy.
• Ensures the resident and faculty signatures are on the encounter form and chart.
• Copies insurance cards and uploads into the EMR as appropriate.
• Balances and closes personal Cash Drawer Reconciliation, daily.
• Prepares ancillary forms for other services (i.e. x-rays, vascular services, etc.)
• Promotes the organizations Patient Portal for communication between patient and clinic.
• Pulls patient charts for appointments or to file lab, x-ray, hospital information or other information into the chart.
• Copies medical records for patients and other providers or facilities.
• Makes up new patient charts and/or packets of information
• Validates all handouts are within compliance date.
• Requests medical records from other facilities.
• Talks to patients about financial accounts.
• Obtain insurance prior authorization for prescribed services.
• Secures referrals to other providers for HMO patients.
• Secures referrals from PCPs for HMO patients to be seen in the clinic.
• Collects and verifies proof of income in order to determine what sliding scale discount is appropriate, if any.
• Monitor and act on WQs in EMR for Referrals.
• Transcribes outside referrals into organizations EMR.
• Coordinates referral process for patient access to clinical care.
• Dispenses supplies as needed.
• Participates in Quality Improvement activities.
• Notifies appropriate person when supplies are low and need to be reordered.
• Types notes and letters for physicians as needed, via letter or patient portal.
• Makes immunization cards as needed.
• Sorts and distributes mail.
• Communicates with patients of all ages in a professional manner at all times.
• Communicates with co-workers and employees in a manner which promotes a highly "team oriented" approach.
• Enhances professional growth and development through in-service meetings and education programs.
• Maintains patient confidentiality.

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements

• High School Diploma or GED required.

Experience Requirements

• 3 or more years of experience in customer service, including at least 6 months in a clinical environment, required.

License/Certification/Registration Requirements

• None required.

Knowledge/Skills/Abilities Requirements

• Advanced verbal and written communication skills.

• Advanced customer service skills.

• Advanced ability to work effectively with other employees, patients, and external parties.

• Advanced proficiency with the use of Microsoft Office tools.

• Knowledge of hospital policies and procedures.

• Keyboarding skills sufficient to meet the requirements of the position.