Patient Services Representative, Boynton Health

position Summary

A Patient Service Representative (PSR) at Boynton Health, https://boynton.umn.edu/, 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 redirect 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.
• Handle 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 operate equipment and communicate on and operate 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; Understand and execute a variety of instructions.
• Proficient at managing competing priorities and able to pivot quickly; Work 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).
• Complete 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.

Hourly Pay Range: $24.83 – $27.28 ; depending on education/qualifications/experience

Time Appointment: 100%-time Appointment (scheduled up to 40 working hours per week)

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

While our salary ranges provide a framework, it is important to note that most of the
time, the initial pay may not reach the maximum of the range. This approach ensures
that compensation reflects the value and unique contributions of each candidate while
maintaining equity within our organization. As part of our commitment to fair and
equitable compensation, please be aware that the salary offered to incoming candidates
will be based on their individual credentials and experience.

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 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) 624-8647.

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 is committed to attracting and retaining employees with varying identities and backgrounds.

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

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.