Patient Services Representative 3 Lead

About the Role

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position performs lead responsibilities and serves as a resource and support to front office functions and workflows of the department/clinical team. Time allocations in this description are guidelines; actual duties may vary based on operational needs.

The PSR Infusion Lead is primarily assigned to the Adult Infusion Department, supporting daily operations, patient flow, and front-end coordination. This role requires flexibility to float between departments as operational needs arise.

Responsibilities

• Lead Responsibilities (50%): Coordinate and support front office functions, serving as a subject matter expert and resource for staff.
• Computer System Operations (25%): Efficiently use computer systems for scheduling, template maintenance, demographic/insurance data, email, spreadsheets, and medical office management.
• Additional Job Functions (25%):
  • Organize, prioritize, and complete assignments under deadlines while adjusting to changing workloads.
  • Apply problem-solving skills to define issues, identify resources, and implement solutions.
  • Exercise decision-making within delegated authority and seek assistance when needed.
  • Maintain effective working relationships with coworkers, patients, and the public, demonstrating patience and professionalism.
  • Compose clear, concise written communications using proper grammar and spelling.
  • Maintain accurate financial records, balance cash boxes, and prepare deposits.
  • File and retrieve logs/information alphabetically, chronologically, or numerically.
  • Adhere to laws, regulations, and guidelines governing medical records, confidentiality, and HIPAA.
  • Navigate health care insurance systems (e.g., Medi-Cal, Medicare, HMO, PPO) to obtain authorizations, schedule appointments, coordinate services, and explain provisions to patients.
  • Apply knowledge of ICD-10, CPT, and HCPCS coding to identify diagnoses, procedures, and supplies.

Requirements

• High School diploma/GED or related work experience.
• Experience with medical office practices/protocols, including scheduling, insurance procedures, medical terminology, records, verification, cashiering, or billing.
• Demonstrated leadership skills to coordinate a team and serve as a subject matter expert.
• Ability to manage concurrent assignments, prioritize tasks, and meet deadlines under pressure.
• Strong interpersonal skills to interact professionally with coworkers, patients, and the public, including handling upset individuals.
• Proficiency in computer applications (e.g., email, spreadsheets, word processing, medical office management systems).
• Typing skills for accurate and timely data input.
• Bookkeeping skills to maintain financial records, prepare reports, and balance cash boxes.
• Organizational skills to manage high-volume patient activity and frequent interruptions.
• Knowledge of medical office procedures, including HIPAA and insurance systems (e.g., Medi-Cal, Medicare).

Preferred Qualifications

• Associate degree or related work experience.
• Three (3) years of customer service and/or call center experience.
• One (1) year of recent UC Davis Referral Processing experience.
• One (1) year of recent EPIC experience, including In Basket and Work Queues.
• One (1) year of recent experience in billing, authorizations, referrals, medical terminology, or insurance plans.
• Knowledge of UC Davis Health System policies/procedures or ability to learn quickly.
• Familiarity with University requisition systems for ordering supplies and medical records.

Pay

$32.50 - $40.41 per hour.

Schedule

• Full-time (100%) position.
• Day shift, variable days (Monday–Sunday).
• Willingness to work overtime and flexible hours/locations as needed.

Benefits

• Medical, dental, and vision coverage (UC pays for employee and family).
• Retirement plans, including pension and savings options.
• Supplemental insurance (e.g., life, disability, pet, legal, accident, critical illness).
• Paid leave: holidays, vacation, sick time, pregnancy/parental leave, family care/bonding.
• Lactation support and family care discounts.
• Employee Assistance Program with free mental health services.
• Continuing Education allowance and tuition reimbursement.
• Professional development courses and learning opportunities.
• Public Service Loan Forgiveness (PSLF) eligibility and student loan counseling.

Physical and Environmental Demands

• Standing/Walking: Occasional (up to 3 hours).
• Sitting: Frequent (3–6 hours).
• Lifting/Carrying/Pushing/Pulling: Occasional (0–25 lbs, up to 3 hours).
• Bending/Stooping/Squatting/Kneeling/Twisting/Reaching: Occasional (up to 3 hours).
• Keyboard Use/Repetitive Motion: Frequent (3–6 hours).
• Environmental: Continuous loud noise (6–8+ hours).
• Mental Demands:
  • Sustained attention/concentration: Frequent (3–6 hours).
  • Complex problem-solving: Occasional (up to 3 hours).
  • Organizing/prioritizing: Frequent (3–6 hours).
  • Communication/numerical skills: Frequent (3–6 hours) or occasional (up to 3 hours).
  • Customer/patient interaction: Frequent (3–6 hours).
  • Multitasking: Frequent (3–6 hours).

UC Davis is a smoke- and tobacco-free campus.