Patient Services Representative (PSR)
Umpqua Health, Roseburg, OR, United States
Patient Services Representative Onsite
Employment Type: Full-Time, non-exempt
About Umpqua Health
At Umpqua Health, we're more than a healthcare organizationwe're a community-driven Coordinated Care Organization (CCO) dedicated to improving the health and well-being of individuals and families throughout Douglas County, Oregon. We provide integrated, whole-person care through primary care, specialty care, behavioral health services, and care coordination. Our collaborative approach ensures members receive high-quality, personalized care while supporting a stronger, healthier community.
Position Purpose
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.
Essential Job Responsibilities
Under the supervision of the Manager or Supervisor, a Patient Services Representative (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 callers to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
Remind caller of cancellation
o-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
Exercise sound judgment in handling calls, especially with upset patients
Demonstrate understanding of when to escalate calls to triage staff
Process record requests for all providers within Umpqua Health Newton Creek Clinic. This includes Providers previously in these locations.
Ensure that all record requests are HIPAA compliant.
Coordinate all paperwork and charts for assigned Provider's scheduled appointments.
Handle daily calls from attorneys, state agencies and other offices.
Fill requests from the Douglas County Sheriff's Office.
Assist other offices with records requests.
Enter records into the Practice Management and EMR.
Docutrak all releases into the Document Manager.
Internal courier delivery.
Will participate and maintain a culture within URMC consistent with the content outlined in the Employee Handbook.
Other Duties
Medical Records processing, tracking, and maintenance.
Understand the prior authorization and referral process.
Maintain working knowledge of the Oregon Health Plan and Medicare.
Function as cashier in handling payments and co-payments keeping accurate count of all monies in drawer.
Learn and assist with quality and metric measures as requested.
Aid with mailings and other projects as call volume permits
Comply with the organization's internal policies and procedures, Code of Conduct, Compliance Plan, along with applicable Federal, State, and local regulations.
Liaison of offsite storage company to retrieve charts when needed.
Other duties as assigned
Challenges
Working with a variety of personalities, maintaining a consistent and fair communication style
Satisfying the needs of a fast-paced and challenging company.
Minimum Qualifications
No suspension/exclusion/debarment from participation in federal health care programs (e.g. Medicare/Medicaid)
High school diploma or equivalent
Proficient computer skills, including MS Office suite products.
Ability to handle confidential and sensitive information
Must be able to verbally communicate interact with staff, clients, and public in person or on the telephone
Ability to demonstrate good customer service
Ability to exercise good judgment to handle calls appropriately
Ability to relate to people with diverse educational, socioeconomic, and ethnic backgrounds
Preferred Qualifications
Experience considering the impacts of the work on multiple communities, including communities of color, in technical analysis.
1-4 years' experience in healthcare or customer service
Experience working on a diverse team with different communication styles.
Bilingual translation or translation capabilities a plus
Manual dexterity of hands/finger for writing, computer input
Schedule
Monday through Friday, with rotating Saturdays Shifts depending on clinic needs, open 7:00am 7:00pm
Salary
Wage Band 12: $ 40,215 - $54,290
Benefits
Salary is dependent on skills, experience, and education
Generous benefits package including vacation PTO, sick leave, federal holidays, and birthday leave
Medical, dental, and vision insurance
401(k) with company match (fully vested immediately)
Company-sponsored life insurance and additional benefits
Fitness reimbursement program
Tuition reimbursement and more
Why Umpqua Health? We are committed to advancing health equity by collaborating across communities, addressing systemic barriers, and ensuring fair access to care and resources. At Umpqua Health, every team member plays a vital role in making a meaningful impact, empowering healthier lives and strengthening the communities we serve . Inclusive Culture We foster a respectful, inclusive environment where employees feel valued, supported, and empowered. Growth & Development We support ongoing learning through mentorship, clear career pathways, and professional development opportunities. Work/Life Balance We promote flexibility and well-being so employees can thrive both professionally and personally. Equal Opportunity 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.
Employment Type: Full-Time, non-exempt
About Umpqua Health
At Umpqua Health, we're more than a healthcare organizationwe're a community-driven Coordinated Care Organization (CCO) dedicated to improving the health and well-being of individuals and families throughout Douglas County, Oregon. We provide integrated, whole-person care through primary care, specialty care, behavioral health services, and care coordination. Our collaborative approach ensures members receive high-quality, personalized care while supporting a stronger, healthier community.
Position Purpose
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.
Essential Job Responsibilities
Under the supervision of the Manager or Supervisor, a Patient Services Representative (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 callers to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
Remind caller of cancellation
o-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
Exercise sound judgment in handling calls, especially with upset patients
Demonstrate understanding of when to escalate calls to triage staff
Process record requests for all providers within Umpqua Health Newton Creek Clinic. This includes Providers previously in these locations.
Ensure that all record requests are HIPAA compliant.
Coordinate all paperwork and charts for assigned Provider's scheduled appointments.
Handle daily calls from attorneys, state agencies and other offices.
Fill requests from the Douglas County Sheriff's Office.
Assist other offices with records requests.
Enter records into the Practice Management and EMR.
Docutrak all releases into the Document Manager.
Internal courier delivery.
Will participate and maintain a culture within URMC consistent with the content outlined in the Employee Handbook.
Other Duties
Medical Records processing, tracking, and maintenance.
Understand the prior authorization and referral process.
Maintain working knowledge of the Oregon Health Plan and Medicare.
Function as cashier in handling payments and co-payments keeping accurate count of all monies in drawer.
Learn and assist with quality and metric measures as requested.
Aid with mailings and other projects as call volume permits
Comply with the organization's internal policies and procedures, Code of Conduct, Compliance Plan, along with applicable Federal, State, and local regulations.
Liaison of offsite storage company to retrieve charts when needed.
Other duties as assigned
Challenges
Working with a variety of personalities, maintaining a consistent and fair communication style
Satisfying the needs of a fast-paced and challenging company.
Minimum Qualifications
No suspension/exclusion/debarment from participation in federal health care programs (e.g. Medicare/Medicaid)
High school diploma or equivalent
Proficient computer skills, including MS Office suite products.
Ability to handle confidential and sensitive information
Must be able to verbally communicate interact with staff, clients, and public in person or on the telephone
Ability to demonstrate good customer service
Ability to exercise good judgment to handle calls appropriately
Ability to relate to people with diverse educational, socioeconomic, and ethnic backgrounds
Preferred Qualifications
Experience considering the impacts of the work on multiple communities, including communities of color, in technical analysis.
1-4 years' experience in healthcare or customer service
Experience working on a diverse team with different communication styles.
Bilingual translation or translation capabilities a plus
Manual dexterity of hands/finger for writing, computer input
Schedule
Monday through Friday, with rotating Saturdays Shifts depending on clinic needs, open 7:00am 7:00pm
Salary
Wage Band 12: $ 40,215 - $54,290
Benefits
Salary is dependent on skills, experience, and education
Generous benefits package including vacation PTO, sick leave, federal holidays, and birthday leave
Medical, dental, and vision insurance
401(k) with company match (fully vested immediately)
Company-sponsored life insurance and additional benefits
Fitness reimbursement program
Tuition reimbursement and more
Why Umpqua Health? We are committed to advancing health equity by collaborating across communities, addressing systemic barriers, and ensuring fair access to care and resources. At Umpqua Health, every team member plays a vital role in making a meaningful impact, empowering healthier lives and strengthening the communities we serve . Inclusive Culture We foster a respectful, inclusive environment where employees feel valued, supported, and empowered. Growth & Development We support ongoing learning through mentorship, clear career pathways, and professional development opportunities. Work/Life Balance We promote flexibility and well-being so employees can thrive both professionally and personally. Equal Opportunity 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.