Patient Services Representative - Umpqua Health : Job Details

Are you looking to join a team of like-minded professionals who are passionate about serving Douglas County OHP members, engaging with the community, and delivering outstanding customer service?At Umpqua Health, we are committed to recruiting top-tier team members who provide exceptional service with professionalism, compassion, and respect for the unique needs of every individual we serve.If you thrive in a fast-paced, dynamic healthcare environment and are ready to make a meaningful impact, you may be the team member we're looking for.We seek individuals who:Possess genuine compassion and empathy for our membersCan adapt to ever-evolving healthcare regulations and requirementsAre motivated by challenges and dedicated to delivering superior customer serviceJoin us in serving over 40,000 Douglas County residents as we administer Medicaid benefits and work together to improve health outcomes in our community.Umpqua Health is a mission-driven, community-focused healthcare organization proudly serving Douglas County, Oregon. Locally owned by CHI Mercy Health and the Douglas County Individual Practice Association (DCIPA), we are deeply rooted in the region and dedicated to improving the health and well-being of our friends, families, and neighbors.Umpqua Health is the parent company of Umpqua Health Alliance, one of 16 Oregon coordinated care organizations serving the Oregon Health Plan. The Roseburg-based company and its subsidiaries are focused on expanding access, improving care, and reducing unnecessary costs across the clinical space for more than 40,000 Douglas County residents on the Oregon Health Plan and close to 10,000 more individuals with Medicare, private insurance or Exchange coverage.JOB TITLEPatient Services Representative IREPORTS TOClinic Operations SupervisorSTATUSFT, Non-ExemptWAGE RANGEWG Band 13 (2025)DEPARTMENTUmpqua Health Newton CreekWORK LOCATIONOn-Site Mon-Fri POSITION PURPOSEThe primary role of the Patient Services Representative I is to greet patients, book appointments, schedule walk-in appointments, answer incoming calls, return calls, manage the fax machine, docuscan, verify insurance coverage information and collect payments while providing excellent customer service to the primary care, urgent care and behavioral health patients of Umpqua Health Newton Creek. ESSENTIAL JOB RESPONSIBILITIESCore Job Duties:Under the supervision of the Manager or Supervisor, a Patient Services Representative (PSR) I is responsible for answering incoming calls to the Clinic Promotes a strong belief in Umpqua Health's philosophy, purpose, mission, and ideals Schedule appointments for patients Answer telephone promptly and in a polite and professional manner Obtain and enter accurate demographic information into the electronic medical record (address, telephone number, name of insurance or self-pay status.)Schedule appointment correctly - review appointment date, time, and provider name with caller Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable)Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperworkRemind caller of cancellation/no-show policy Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organizationAct as a liaison for the patients and the Umpqua HealthDirect calls to other departments as needed Exercise sound judgment in handling calls, especially with upset patients Demonstrate understanding of when to escalate calls to triage staff Process record requests for all providers within Umpqua Health Newton Creek Clinic. This includes Providers previously in these locations.Ensure that all record requests are HIPAA compliant.Coordinate all paperwork and charts for assigned Provider's scheduled appointments.Handle daily calls from attorneys, state agencies and other offices.Fill requests from the Douglas County Sheriff's Office.Assist other offices with records requests.Enter records into the Practice Management and EMR.Docutrak all releases into the Document Manager.Internal courier delivery.Will participate and maintain a culture within URMC consistent with the content outlined in the Employee Handbook.Other Duties: Medical Records processing, tracking, and maintenance.Understand the prior authorization and referral process. Maintain working knowledge of the Oregon Health Plan and Medicare. Function as cashier in handling payments and co-payments keeping accurate count of all monies in drawer. Learn and assist with quality and metric measures as requested. Aid with mailings and other projects as call volume permits Comply with the organization's internal policies and procedures, Code of Conduct, Compliance Plan, along with applicable Federal, State, and local regulations. Liaison of offsite storage company to retrieve charts when needed.Other duties as assigned CHALLENGESWorking with a variety of personalities, maintaining a consistent and fair communication style.Satisfying the needs of a fast paced and challenging company. QUALIFICATIONSMinimum QualificationsNo suspension/exclusion/debarment from participation in federal health care programs (e.g. Medicare/Medicaid)High school diploma or equivalentProficient computer skills, including MS Office suite products.Ability to handle confidential and sensitive informationMust be able to verbally communicate interact with staff, clients, and public in person or on the telephoneAbility to demonstrate good customer serviceAbility to exercise good judgment to handle calls appropriatelyAbility to relate to people with diverse educational, socioeconomic, and ethnic backgroundsPreferred QualificationsExperience considering the impacts of the work on multiple communities, including communities of color, in technical analysis.1-4 years' experience in healthcare or customer service Experience working on a diverse team with different communication styles. Bi-lingual translation or translation capabilities a plusManual dexterity of hands/finger for writing, computer input PHYSICAL DEMANDS & WORK CONDITIONSA typical office environment requires standing, sitting, walking, bending, and lifting up to 25 plus pounds. Ability to travel and drive to in-person meetings or be on-site as required.May be exposed to patient and environment conditions such as unpleasant sights, smells and contagious diseases (clinic only).EQUAL EMPLOYMENT OPPORTUNITYUH is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. UH makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO Policy.JOB DESCRIPTION ACKNOWLEDGEMENTI have reviewed the attached job description as outlined above and understand that I am responsible for all duties as outlined and other tasks as may be assigned. I understand that if I need accommodation to perform the essential functions of my job that I must contact my supervisor or Human Resources as soon as possible to begin an interactive process.Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship. EMPLOYEE SIGNATUREDATEAbout Umpqua HealthAt Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Umpqua Health serves Douglas County, Oregon, where we prioritize personalized care and innovative solutions to meet the diverse needs of our members. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare. Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together. Join us in making a difference at Umpqua Health. Umpqua Health is an equal opportunity employer that embraces individuals from all backgrounds. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and the needs of the business. Our dedication to fairness and equality extends to all aspects of employment, including hiring, training, promotion, and compensation, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under federal, state, or local law.