Patient Services Representative (PSR)

At Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare. Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together.

Umpqua Health strongly encourages applications from candidates of color as well as veterans, aiming to foster a work environment that is linguistically and culturally diverse and inclusive. Please note that at this time, Umpqua Health does not offer visa sponsorship.

The primary role of the Patient Services Representative is to greet patients, book appointments, schedule walk-in appointments, answer incoming calls, return calls, manage the fax machine, docuscan, verify insurance coverage information and collect payments while providing excellent customer service to the primary care, urgent care and behavioral health patients of Umpqua Health Newton Creek.

• Greet patients warmly upon arrival, assist with check-in/check-out processes, and ensure patient information is accurately recorded.
• Coordinate appointments, manage calendars, and send reminders to patients about upcoming appointments.
• Verify patient insurance coverage and assist with pre-authorizations and referrals as needed.
• Collect co-pays and provide billing information to patients, ensuring accuracy and clarity in all transactions.
• Answer incoming calls, respond to patient inquiries, and relay messages between patients and healthcare providers.
• Maintain accurate and up-to-date patient records, ensuring confidentiality and compliance with HIPAA regulations.
• Assist patients with understanding their treatment plans, address concerns, and provide information on clinic services and procedures.
• Work closely with medical staff, providers, and administrative teams to ensure seamless patient care and efficient clinic operations.
• Manage and update patient scheduling software to ensure optimal clinic flow and resource utilization.
• Assist in the preparation and distribution of patient education materials and resources.
• Participate in continuous improvement initiatives to enhance patient satisfaction and clinic efficiency.
• Provide support during clinic events or health fairs, including setup, registration, and patient assistance.
• Perform other duties as assigned by management to help drive our Vision, fulfill our Mission, and abide by our Organization’s Values.

• High school diploma or equivalent required; associate degree in healthcare administration or a related field is a plus.
• Minimum of 1-2 years of experience in a healthcare setting, preferably in a front desk or patient services role.
• Strong interpersonal and communication skills, with a focus on customer service.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in using electronic health record (EHR) systems, Microsoft Office, and other office management tools.
• Knowledge of medical terminology, billing practices, and insurance processes.
• Detail-oriented with excellent organizational skills.
• Bilingual abilities are a plus, especially in Spanish.

Umpqua Health is an equal opportunity employer that embraces individuals from all backgrounds. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and the needs of the business. Our dedication to fairness and equality extends to all aspects of employment, including hiring, training, promotion, and compensation, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under federal, state, or local law.