Sutter Lakeside Hospital is located in beautiful Lake County and overlooks Clear Lake, the largest natural lake in California. The hospital has a Critical Access Hospital designation, with 25 inpatient beds. There are 10 outpatient beds, a 12-bed ED, ancillary services (MRI, CT, Nuclear Med, Mammography imaging, lab, pathology, 24/7pharmacy coverage), surgical services (orthopedics, OB/GYN, general surgery, podiatry, ophthalmology, endoscopy), Family Birth Center, Intensive Care Unit, Medical-Surgical Unit, and an Outpatient Care Services Unit performing infusions, wound care and supporting outpatient procedures. The hospital also supports inpatient and outpatient physical, speech, occupational and rehab therapies. Sutter Lakeside’s campus includes two hospital-based rural health clinics, a beautiful community garden and the only Rehab Mobility Park in this part of the state. Lake County has a population of about 66,000 and is located in a fast-growing wine region only 2 hours northwest of Sacramento and 2 hours north of San Francisco.
Under direct supervision by the Practice Administrative Manager, this position provides administrative support for patients and physicians in the Practice. The Patient Service Representative (PSR) is the initial point of contact for external physicians and the public at large. The incumbent must possess exceptional public relations/customer service skills and be able to communicate with patients and physicians in an effective manner.
Primary responsibilities are to identify the needs of the caller and execute a plan to meet the needs for registration, scheduling, billing/claims inquiries, My Health Online support, and general questions. In addition to being able to assist in resolving issues and improving quality of care, to ensure necessary authorizations are obtained prior to patient visits, to check-in and check-out patients, to post payments in real time, to update patient demographics, and to troubleshoot any billing problems that may arise.
High School diploma or equivalent required.
Minimum of two years customer service experience, preferably within a health care environment. Experience working with patients and physicians, using IDX and Epic preferred. Experience with busy phone lines also strongly preferred.
Requires exceptional communication and customer service skills, strong organizational skills, ability to prioritize and manage a great number of details and multi-task with strong follow through are mandatory. Ability to take initiative, learn quickly and actively, participate as part of an administrative team also mandatory. Computer proficiency with MS Office Suite, including Word, Excel, and Outlook, as well as an ability to learn new programs with ease. Must have the ability to establish and maintain effective working relationships with all levels of staff, volunteers and the general public. Must possess excellent interpersonal skills and be comfortable with people in all stages of health and healing. Must adhere to HIPAA regulations and maintain clinic, physician, RN and patient confidentially.