University of Minnesota
Patient Services Representative
University of Minnesota, Minneapolis, Minnesota, United States, 55400
Patient Service Representative
A Patient Service Representative (PSR) is the crucial first point of contact, handling administrative tasks like patient check‑in, scheduling, insurance verification, and collecting payments, while also providing vital support by answering questions, explaining procedures, and connecting patients with the right staff, ensuring a smooth and customer service focused experience from arrival to discharge and beyond.
Overview of Responsibilities
Greets and registers patients; collects co‑payments, pre‑payments, insurance information, obtains demographic information, makes changes as necessary, obtains patient signatures, etc.
Collects documentation of informed consent to services, and rights and responsibilities of the patient and the organization, and privacy of health information, including releases of protected health information, as requested.
Accurately and timely schedules new and existing patients in the current software system; demonstrates knowledge of scheduling practices, guidelines and expectations.
Communicates all pertinent information to patients, including appointment information, directions, check‑in times, referral information and copayments.
Answers telephone, responds appropriately to the caller and redirects calls as needed; takes and relays messages requiring follow‑up to appropriate individuals.
Connects patients with appropriate resources and staff; provides information about Boynton Health Services: Urgent Care, Gopher Quick Clinic, Primary Care, Women's Health, Physical Therapy, Nutrition, Travel Clinic, Dental and Eye Clinic and Pharmacy.
Provides information about how patients can provide service feedback and/or submit complaints.
Ensures the clinic lobby/patient work areas are tidy, clean, organized, and upholds professional standards; maintains a presentable environment.
Handles all patient matters and their patient health data confidentially.
Prioritizes job functions to maximize clinic efficiencies and reduce patient waiting times.
Demonstrates team work and support of others, including assisting with training and onboarding of new employees.
Promotes a safe, equitable, respectful, collaborative and harmonious work environment.
Performs other duties consistent with the job classification and position description.
Required Qualifications
Post‑secondary education, administrative/front desk/health clinic, and customer service experience involving phone and in‑person contract with the public, or a combination of the above totaling at least four (4) years.
Demonstrated experience maintaining a positive, calm, and empathetic demeanor with all patients, and callers, managing difficult situations, and projecting professionalism.
Strong writing, verbal, and interpersonal skills, plus digital fluency in MS Office and Google Workspace and able to learn and operate health care data systems; fluent in English (written/verbal).
Effectively operates equipment and communicates on and operates the phone system.
Experience delivering a high level of customer service by prioritizing customer satisfaction, resolving issues, and adapting to the changing needs of a clinic/office.
Demonstrated ability for problem‑solving, attention to details, critical thinking, decision‑making, continuous improvement; understands and executes a variety of instructions.
Proficient at managing competing priorities and able to pivot quickly; works efficiently and at a productive pace, handling interruptions appropriately and meeting deadlines.
Demonstrated prompt and reliable work attendance; ability to work an open and flexible schedule, typically between 7:30 A.M. – 4:30 P.M. (Monday – Friday).
Completes work requirements and trainings, as assigned and in a timely manner.
Preferred Qualifications
Experience in a health clinic clerical/front desk position.
Experience with an electronic medical record system.
Experience with insurance verification.
Experience with appointment scheduling software.
Experience in a multicultural medical or social services setting.
Bi/Multilingual.
Physical Requirements Frequent sitting, standing, walking, and using hands for typing and operating equipment, with occasional bending, stooping, kneeling, and lifting (typically up to 25-40 lbs). Key demands include clear communication (talking/hearing), good vision (close/distance/focus), and the ability to handle repetitive motions, manage stress, and operate multi‑line phones and computers for extended periods.
Pay and Benefits Pay Range: $22.39‑26.36 hourly; depending on education/qualifications/experience
Time Appointment: 100% Appointment
Days and Hours of Work: Monday – Friday 7:45 am – 4:30 pm (100% on‑site)
Position Type: Non‑Faculty Labor Represented Staff
Please visit the Office of Human Resources website for more information regarding benefit eligibility.
The University offers a comprehensive benefits package that includes:
Competitive wages, paid holidays, and generous time off
Continuous learning opportunities through professional training and degree‑seeking programs supported by the Regents Tuition Benefit Program
Low‑cost medical, dental, and pharmacy plans
Healthcare and dependent care flexible spending accounts
University HSA contributions
Disability and employer‑paid life insurance
Employee wellbeing program
Excellent retirement plans with employer contribution
Public Service Loan Forgiveness (PSLF) opportunity
Financial counseling services
Employee Assistance Program with eight sessions of counseling at no cost
Employee Transit Pass with free or reduced rates in the Twin Cities metro area
How to Apply Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
To request an accommodation during the application process, please e‑mail employ@umn.edu or call (612) 624‑UOHR (8647).
Diversity The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.
Employment Requirements Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
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Overview of Responsibilities
Greets and registers patients; collects co‑payments, pre‑payments, insurance information, obtains demographic information, makes changes as necessary, obtains patient signatures, etc.
Collects documentation of informed consent to services, and rights and responsibilities of the patient and the organization, and privacy of health information, including releases of protected health information, as requested.
Accurately and timely schedules new and existing patients in the current software system; demonstrates knowledge of scheduling practices, guidelines and expectations.
Communicates all pertinent information to patients, including appointment information, directions, check‑in times, referral information and copayments.
Answers telephone, responds appropriately to the caller and redirects calls as needed; takes and relays messages requiring follow‑up to appropriate individuals.
Connects patients with appropriate resources and staff; provides information about Boynton Health Services: Urgent Care, Gopher Quick Clinic, Primary Care, Women's Health, Physical Therapy, Nutrition, Travel Clinic, Dental and Eye Clinic and Pharmacy.
Provides information about how patients can provide service feedback and/or submit complaints.
Ensures the clinic lobby/patient work areas are tidy, clean, organized, and upholds professional standards; maintains a presentable environment.
Handles all patient matters and their patient health data confidentially.
Prioritizes job functions to maximize clinic efficiencies and reduce patient waiting times.
Demonstrates team work and support of others, including assisting with training and onboarding of new employees.
Promotes a safe, equitable, respectful, collaborative and harmonious work environment.
Performs other duties consistent with the job classification and position description.
Required Qualifications
Post‑secondary education, administrative/front desk/health clinic, and customer service experience involving phone and in‑person contract with the public, or a combination of the above totaling at least four (4) years.
Demonstrated experience maintaining a positive, calm, and empathetic demeanor with all patients, and callers, managing difficult situations, and projecting professionalism.
Strong writing, verbal, and interpersonal skills, plus digital fluency in MS Office and Google Workspace and able to learn and operate health care data systems; fluent in English (written/verbal).
Effectively operates equipment and communicates on and operates the phone system.
Experience delivering a high level of customer service by prioritizing customer satisfaction, resolving issues, and adapting to the changing needs of a clinic/office.
Demonstrated ability for problem‑solving, attention to details, critical thinking, decision‑making, continuous improvement; understands and executes a variety of instructions.
Proficient at managing competing priorities and able to pivot quickly; works efficiently and at a productive pace, handling interruptions appropriately and meeting deadlines.
Demonstrated prompt and reliable work attendance; ability to work an open and flexible schedule, typically between 7:30 A.M. – 4:30 P.M. (Monday – Friday).
Completes work requirements and trainings, as assigned and in a timely manner.
Preferred Qualifications
Experience in a health clinic clerical/front desk position.
Experience with an electronic medical record system.
Experience with insurance verification.
Experience with appointment scheduling software.
Experience in a multicultural medical or social services setting.
Bi/Multilingual.
Physical Requirements Frequent sitting, standing, walking, and using hands for typing and operating equipment, with occasional bending, stooping, kneeling, and lifting (typically up to 25-40 lbs). Key demands include clear communication (talking/hearing), good vision (close/distance/focus), and the ability to handle repetitive motions, manage stress, and operate multi‑line phones and computers for extended periods.
Pay and Benefits Pay Range: $22.39‑26.36 hourly; depending on education/qualifications/experience
Time Appointment: 100% Appointment
Days and Hours of Work: Monday – Friday 7:45 am – 4:30 pm (100% on‑site)
Position Type: Non‑Faculty Labor Represented Staff
Please visit the Office of Human Resources website for more information regarding benefit eligibility.
The University offers a comprehensive benefits package that includes:
Competitive wages, paid holidays, and generous time off
Continuous learning opportunities through professional training and degree‑seeking programs supported by the Regents Tuition Benefit Program
Low‑cost medical, dental, and pharmacy plans
Healthcare and dependent care flexible spending accounts
University HSA contributions
Disability and employer‑paid life insurance
Employee wellbeing program
Excellent retirement plans with employer contribution
Public Service Loan Forgiveness (PSLF) opportunity
Financial counseling services
Employee Assistance Program with eight sessions of counseling at no cost
Employee Transit Pass with free or reduced rates in the Twin Cities metro area
How to Apply Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
To request an accommodation during the application process, please e‑mail employ@umn.edu or call (612) 624‑UOHR (8647).
Diversity The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.
Employment Requirements Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
#J-18808-Ljbffr