Patient Services Rep


18077 (SEIU Local 925 Nonsupervisory)
18689 (WFSE HMC)


Coordinate and provide patient support services such as scheduling appointments, answering telephones, receiving patients, registering patients, and processing patient charge documents in a patient care area.


Provide support services in a patient care area such as scheduling patient appointments, triaging patient telephone calls to medical staff, registering patients, providing point-of-service admission, maintaining patient records and assembling patient charts, initiating and processing patient charge documents, and transcribing physicians orders.


Under general supervision, perform specialized clerical and technical duties in a patient care area to facilitate the delivery of services provided.


Register patients; collect and/or update demographic and financial information; evaluate patient financial status to determine eligibility for care; assign appropriate payer plans; obtain insurance claim forms and agency authorizations; verify eligibility and benefits for third-party payers for planned and emergency admissions;

Respond to patient questions; provide directions to specified areas such as various labs, parking and eating facilities; assist patient in accessing hospital and community services by consulting and making referrals to appropriate resources; assist patients and families with telephone calls; maintain confidentiality of patient information;

Make telephone assessment of patient problem and severity of condition; schedule new, return, ancillary and procedure appointments consistent with patient needs and scheduling guidelines; ensure or obtain authorization; complete required documentation; enter appointment information in on-line appointment system; maintain system by entering cancelled and rescheduled appointments;

Triage patient telephone calls to medical staff; obtain necessary information for the return call; initiate emergency procedure when necessary;

Communicate various types of information to patients, referral agencies, departments, physicians and the community such as financial arrangements for special programs and experimental protocols, hospital charge estimates, insurance coverage and billing procedures;

Initiate and maintain the organization of the patient chart; coordinate patient records, referrals, special forms, and charge documents to facilitate patient check-in and check-out;

Process and reconcile patient charge documents, ensuring accuracy; investigate and correct rejected charges;

Coordinate obtaining interpreters for patients;

Arrange for patient transportation to outside facilities; coordinate patient transportation within facility;

Transcribe, verify and follow-up written physician orders; process patient care orders such as completed requisition for exams or equipment;

Perform general clerical duties such as answering and screening telephone calls, processing mail, assembling and sending information to patients, and inventorying, ordering, and stocking supplies;

Secure and release patient valuables and belongings;

May coordinate death procedures, including disposition; complete appropriate documentation;

Perform related duties as required.


High school graduation or equivalent AND two years of general office experience or oneyear of office or customer service experience in a healthcare setting


equivalent education/experience.

New Class: 2-15-91
Revise Class: 11-16-02

CSR Class Conversion (mc): 06-01-05