Patient Services Representative (PSR) - Edmond OB/GYN Clinic

About the Role

OU Health Obstetrics and Gynecology Clinic is a high-volume, mission-driven academic practice providing comprehensive women's health services across all 77 counties in Oklahoma. We care for approximately 5,900 patients each month, offering a full spectrum of obstetric and gynecologic services, including prenatal care, high-risk obstetrics, and preventative women's health. Our multidisciplinary team of 75+ physicians, APPs, residents, social workers, and clinical staff is committed to delivering high-quality, patient-centered care with a strong focus on safety, outcomes, and experience.

We are seeking candidates who are team-oriented, adaptable, and eager to learn in a fast-paced environment. Ideal applicants are passionate about women's health and committed to delivering compassionate, high-quality care aligned with our Patient First philosophy.

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.

Responsibilities

• 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
• Verifies insurance eligibility, secures referrals, and follows up with status of referrals when communicating to patients
• Completes 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 organization's 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
• Obtains 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
• Monitors and acts on WQs in EMR for Referrals
• Transcribes outside referrals into organization's 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

Minimum Qualifications

Education: High School Diploma or GED required.

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

License/Certification/Registration: None required.

Knowledge, Skills & Abilities

• 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

Benefits

We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, creates peace of mind for you and your family.