Patient Services Rep II

LE0050 University HealthCare Alliance; Pleasanton (CA); On-site; USD 37,291 - 47,554; Full time

Job summary

LE0050 University HealthCare Alliance in Pleasanton seeks a Patient Service Representative II. This role includes performing patient interactions and administrative support under supervision. The position requires strong communication skills and experience in a healthcare environment, ideally with EPIC knowledge.

You will greet patients, manage their records, handle payments, and train new staff while maintaining high service standards.

Qualifications

• Strong communication skills are essential for patient interactions.
• Experience in a healthcare environment is preferred.
• Basic math skills needed for payment collection.

Responsibilities

• Execute patient service practices per C-I-CAR standards.
• Greet and register patients while updating accounts.
• Manage EHR in-basket and work queues effectively.

Skills

Strong verbal communication

Interpersonal skills

Basic computer skills

Effective organization

Education

High school graduate or equivalent

One year of PSR or related experience

Graduate of medical receptionist training program

Tools

EPIC

Job description

Overview

This role is part of the care team performing patient interaction and administrative support functions under general supervision. The PSR II (Patient Service Representative II) performs all LevelI duties and independently completes additional tasks of moderate scope and complexity.

Responsibilities

• Execute world‑class patient and service practices using the C‑I‑CARE standards.
• Use C‑I‑CARE templates to CONNECT, INTRODUCE, COMMUNICATE, ASK permission, RESPOND, and EXIT.
• Greet patients and others, register new patients, update accounts, and schedule appointments following performance standards.
• Identify accepted insurance plans, determine co‑payment or deposit, accept payments, provide waivers, obtain signatures, and scan required documents.
• Resolve system red flags, answer requests from patients, families, physicians, and staff, and facilitate communication between patients and clinicians.
• Deliver basic knowledge of clinic‑specific processes, accurately document and route calls, and manage flow of information to staff members.
• Handle and deliver approval requests, lab reports, dictations, medical records, and other correspondence.
• Access the EHR for telephone encounters using SBAR or appropriate smart phrases.
• Manage EHR in‑basket(s), work queues, and schedule templates as assigned.
• Balance cash sheet and drawer, complete daily and monthly deposit summaries.
• Assist with master scheduling templates and specialized referral coordination.
• Float as needed, provide orientation and training to new staff, and serve as a job expert in assigned areas.
• Perform other duties and participate in organizational projects as assigned.

Knowledge, Skills, and Abilities

• Strong verbal, written, and listening communication skills.
• Excellent interpersonal and telephone communication.
• Ability to maintain composure during challenging interactions.
• Legible handwriting and basic math skills required for payment collection.
• Basic computer skills, including keyboarding, mouse movement, and data entry into practice management and EHR systems.
• Proficiency with clinical computer systems.
• Effective organization and prioritization to meet time allotments and workflow standards.
• Ability to work flexibly and cooperatively with others.

Qualifications

• High school graduate or equivalent.
• One (1) year of PSR or related experience.
• Graduate of a medical receptionist training program, healthcare experience, or related; EPIC experience preferred.

Physical Demands and Work Conditions

• Various activities: constant sitting, occasional walking, standing, bending, squatting, kneeling, crawling, pushing, pulling, reaching, twisting, constant vision, lifting (0–10lb, 11–20lb, 21–30lb, 31–40lb).
• Occasional driving and working around equipment and machinery.
• Minimal exposure to noise, temperature extremes, dust, chemicals, biohazards (CategoryII), and operating foot controls.

Travel Requirements

Up to 20% travel.

Compensation

Base pay scale generally starting at $27.07–$34.52 per hour, determined by internal equity, experience, education, specialty and training.

Equal Opportunity Employer

Stanford Health Care (SHC) is an equal opportunity and non‑discrimination employer. SHC does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status or disability. Qualified applicants with criminal convictions will be considered after individualized assessment.