Patient Services Representative

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.

• Under the supervision of the Manager or Supervisor, a PSR I is responsible for answering incoming calls to the Clinic
• Promotes a strong belief in Umpqua Health’s philosophy, purpose, mission, and ideals
• Schedule appointments for patients
• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into the electronic medical record (address, telephone number, name of insurance or self-pay status.)
• Schedule appointment correctly – review appointment date, time, and provider name with caller
• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable)
• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
• Remind caller of cancellation/no-show policy
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Act as a liaison for the patients and the Umpqua Health
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to triage staff
•   Aid with mailings and other projects as call volume permits
• Understand the prior authorization and referral process.
• Maintain working knowledge of the Oregon Health Plan and Medicare.
• 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.
• Experience with computer skills, Microsoft Office
• Ability to count cash back accurately.
• Experience with some type of insurance portal
• Some customer service background or medical office background preferred
• No suspension/exclusion/debarment from participation in federal health care programs (e.g. Medicare/Medicaid)

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.