Patient Services Representative

Fair Labor Standards Act (FLSA) Status: Nonexempt
Reports to: Patient Access Manager

JOB SUMMARY: The Patient Services Representative (PSR) Level 1 promotes a high level of customer
service and facilitates a caring compassionate environment for patients. The PSR works to balance the needs of
patients with the needs of the clinic. The PSR is responsible for greeting the scheduling and registration of
patients and documenting accurate information for into Spectras electronic medical record. The PSR position
requires the ability to multitask while maintaining accuracy. The PSR will work to facilitate an efficient
appointment process. The PSR Level 1 reports directly to the Patient Access Manager.

ORGANIZATIONAL PHILOSOPHY:

Privacy & confidentiality: Maintain strict adherence to privacy and confidentiality protocols ensuring the protection of both patient and employee information in accordance with Spectra Healths policies.
Champion organizational values: Promote and embody Spectra Healths core values of Compassion Trust Respect Equity and Inclusivity in all interactions and decisionmaking processes.
Culture of safety: Foster a culture of safety; proactively addressing hazards incidents and security concerns while contributing to a positive and safe work environment for employees and patients.
Teamwork & collaboration: Approach teamwork with a positive and collaborative mindset building strong relationships across departments and sharing knowledge and experiences to enhance overall organizational effectiveness.
Be part of the solution: Actively support organizational change offering solutions participating in leadership initiatives and championing efforts that align with Spectra Healths evolving mission and goals.
Patientcentered decision making: Prioritize the best interests of Spectra Healths patients ensuring quality care and positive outcomes.
Training & meetings: Complete mandatory training requirements and attend at least 80% of departmental meetings to stay informed and aligned with organizational goals and policies.
Policy adherence & compliance champion: Strictly adhere to all Spectra Health policies and procedures and act as a departmental advocate for Spectra Healths Compliance Program activities.

ESSENTIAL JOB FUNCTIONS:

Greet all patients visitors and coworkers in a professional friendly and respectful manner.
Schedule patient appointments.
Facilitate patient registration and the patient appointment process from checkin through checkout.
Verify and update patient demographics at the time of patient visits.
Keep complete and accurate records of patient information in the appropriate medical records system.
Verify current insurance and copay information with patients and/or other systems. Collecting copayments nominal fees and balances due as applicable.
Communicate courteously and effectively on the phone and in person.
Obtain patient consent forms and appropriately document signatures on file.
Assist nursing and dental staff throughout the patient appointment process.
Answer the phone transfer calls appropriately and record accurate messages as needed.
Assist with the distribution of courier mail and faxes to appropriate persons.
Collect SpectraPlan information from patients and update patient records as needed.
Page 2 of 2 Patient Services Representative Level 1 April 21 2025
Make reminder calls to patients for upcoming appointments.
Resolve registration issues in the medical records system as needed.
Work with interpreters as needed for patient appointments.
Support staffing as needed in both Spectra Health primary clinic locations (Grand Forks and Larimore
North Dakota).
Contribute to organizational improvement activities by maintaining satisfactory performance on
departmental key performance indicators (KPIs).
Perform other duties as assigned.

JOB QUALIFICATIONS:

Required:
High school diploma or the equivalent.
Basic knowledge of Windows and Office applications.
Previous experience in customer service or hospitality.

Preferred:
Knowledge of medical terminology.
Experience working with refugee and transient populations.
Past clerical experience in a health or dental care setting.
Knowledge of EPIC electronic health record.

PHYSICAL REQUIREMENTS: The PSR is required to sit for long periods of time; utilizing a computer for a
majority of their job functions. This position also requires the ability to provide customer service in person and
over the phone. Occasionally the PSR may be asked to lift and/or move boxes or bins that weigh less than
20lbs. Concerns with physical requirements should be brought to the PSR supervisor immediately.

REMOTE WORK: The PSR position is NOT eligible for fulltime or hybrid remote work. For more information
about remote work please see HR Policy 1.29 Remote Work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties
or responsibilities that are required of the employee for this job. Duties responsibilities and activities may
change at any time with or without notice.

**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race color religion sex national origin age disability genetics sexual
orientation or gender identity.

Required Experience:

Unclear Seniority