PSR SB

Provides administrative support to ensure patients are welcomed, scheduled, and registered for services across medical, dental, eye care, call center, and patient benefit teams, while supporting fiscal procedures.

Responsibilities

• Schedule appointments, welcome patients, and register them until they are seen for their scheduled services.
• Pre‑register patients, verify insurance coverage, create and assign cases as needed, and confirm that appointments meet scheduling protocols.
• Complete all required medical, dental, optical, and patient benefit forms using electronic or paper methods.
• Collect patient co‑payment/co‑insurance at the time of service or initiate payment plans according to company protocol.
• Immediately communicate patient emergencies to clinical staff.
• Drive quality initiatives to improve preventative care across the organization.
• Assist patients in selecting a Managed Care Plan and/or Primary Care Provider.
• Help patients complete Labor and Industries forms.
• Handle company property according to protocols and health‑ and safety recommendations.
• Perform daily no‑show call‑backs to promote company policies and educate patients on alternative support services.
• Handle basic medical records requests.
• Maintain patient waiting areas so they are presentable and managed according to company standards.
• Promote a positive work culture and uphold clinic policies, including the WE CARE standards of behavior.
• Maintain confidentiality of CBHA activities, reports, financials, patient health information, and other proprietary information.
• Perform other duties as assigned.

Specific Area Responsibilities

Dental

• Obtain dental prior‑authorizations and submit x‑rays.
• Transfer medical records to other providers and ensure referrals are completed.
• Follow up with patients after insurance responses.
• Set up patients with orthodontic payment booklets and ensure timely payments before scheduling subsequent services.
• Maintain up‑to‑date orthodontic charts for each patient at the time of service.
• Coordinate pediatric dental surgery schedules, pre‑op medical clearances, and required documentation to meet company protocols.
• Travel to multiple school and community locations, sometimes requiring early start times or schedule flexibility.
• Interact professionally and compassionately with children during dental screening activities.
• Communicate with school nurses, teachers, and administrative staff to coordinate screening schedules and logistics.
• Prepare, organize, and transport screening materials and supplies to school and community sites.
• Ensure proper consent, documentation, and confidentiality requirements are followed.

Call Center

• Identify and transfer incoming calls for all CBHA sites to the appropriate department.
• Send necessary communications to provider teams via phone notes entered into the medical records system.

Attributes

• Ability to work with confidential information.
• Strong multitasking skills with a high degree of accuracy and organization.
• Excellent customer service and professional communication with patients, specialty clinics, and vendors.
• Motivation, self‑direction, and punctuality.
• Team player who keeps members updated on project developments.
• Models and provides exemplary customer service.
• Promotes utilization and standardization of the AIDET model.
• Supports managers with patient relations and clinic experience.

Professional and Technical Knowledge

Possesses basic to advanced written and verbal communication skills, computational and computer abilities, and mathematical knowledge typically acquired through a high school program. Requires two (2) years of customer service experience.

Technical Skills

• Strong verbal communication, customer service, interpersonal skills, and telephone etiquette.
• Cooperative interaction with the health‑care team to support shared group goals.
• Ability to work under minimal supervision and coordinate scheduling across multiple departments.
• Continuous promotion and leadership of improvement efforts within the department.
• Critical thinking, analytical skills, and appropriate action in stressful environments.
• Effective and calm response to emergencies.
• Ability to train staff using a variety of training tools.
• Preparation of basic correspondence and simple reports in Microsoft Word.
• Use of Microsoft Excel to create tables and simple data displays.
• Working knowledge of standard office equipment.

Communication Skills

• Fluent in speaking, reading, writing, and translating both English and Spanish.
• Ability to convey complex concepts clearly for a general audience.
• Excellent cross‑cultural communication and cultural competency.
• Use of tact and diplomacy to resolve mild conflicts or disagreements.
• Effective written communication, including electronic correspondence.
• Effective verbal communication during informal and formal presentations.

Blood/Fluid Exposure Risk

This position is classified as Category II. Routine tasks may involve potential mucous membrane or skin contact with blood, fluids, or tissue, requiring appropriate personal protective equipment (PPE). Category III tasks involve no greater exposure than a typical visit. Category I tasks are not a condition of employment.

Physical Demands

• Ability to stand, walk, sit, use hands and fingers, and talk frequently.
• Ability to lift up to 25 pounds.
• Close‑vision capability (clear vision at 20 inches or less).
• Distance‑vision capability (clear vision at 20 feet or more).
• Ability to adjust focus to bring objects into sharp focus.

Travel

Travel to various clinic sites is required. Must possess a valid driver’s license and be insurable under the company’s liability coverage to operate a company vehicle.