As the first point of contact for many of our patients, the Patient Services Representative (PSR) plays a critical role in creating a welcoming and efficient experience for individuals receiving care at Umpqua Health – Newton Creek. This role supports the daily operational needs of the clinic by managing appointment scheduling, incoming calls, insurance verification, and payment collection. The PSR I works across primary care, urgent care, and behavioral health services, delivering compassionate, professional service to help patients access the care they need with ease. On Site: Monday- Friday 10am-7pm PST, one Saturday each month
Your Impact: 

• Serve as the front-line representative for the clinic, greeting patients in person and over the phone with professionalism and empathy, ensuring each interaction leaves a positive impression.
• Schedule and manage appointments for primary care, behavioral health, and walk-in urgent care visits, coordinating efficiently to avoid gaps or overlaps while confirming provider availability.
• Respond to incoming phone calls quickly and courteously, gathering necessary information, directing inquiries appropriately, and maintaining professionalism even during high call volumes or with upset patients.
• Obtain and accurately enter patient demographics into the Electronic Medical Record (EMR), including address, insurance details, and contact information, to ensure clean claims and timely care.
• Confirm insurance eligibility, self-pay status, and prior authorization requirements using payer portals and internal processes, escalating coverage issues as appropriate to avoid appointment delays.
• Educate patients about clinic procedures, including reminders to bring insurance cards, medication lists, office visit payments, and required documentation for income verification when applicable.
• Communicate clearly about arrival times, no-show policies, and documentation needs, ensuring patients are prepared and the clinic can operate efficiently.
• Collect and process patient payments, including copays and outstanding balances, and provide accurate change while maintaining confidentiality and professionalism.
• Monitor and manage incoming faxes and scanned documents, ensuring timely routing to the appropriate provider or department for continuity of care.
• Support interdepartmental collaboration, using sound judgment to escalate concerns to clinical triage staff or leadership, and referring calls or inquiries to other departments as needed.
• Assist with additional clinic projects or mailings, stepping in to support the broader team during low call volume or downtime, contributing to the overall success of daily operations.
• Perform other duties as assigned by management to help drive our Vision, fulfill our Mission, and abide by our Organization’s Values. 

• High school diploma or equivalent experience required.
• At least one (1) year of experience in a customer-facing role, preferably in a healthcare, medical office, or call center environment.
• Demonstrated proficiency in using computers, including Microsoft Office and electronic systems for scheduling or records management.
• Ability to accurately handle cash and card payments, including providing correct change and reconciling daily transactions.
• Familiarity with insurance verification processes or experience using payer/insurance portals is strongly preferred.
• Strong verbal communication skills and a courteous, professional phone presence.
• Proven ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Experience working with diverse populations and a commitment to respectful, culturally competent service.
• Willingness to learn and adapt to clinic workflows, including appointment scheduling, triage routing, and documentation handling.

About Umpqua Health

At Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Umpqua Health serves Douglas County, Oregon, where we prioritize personalized care and innovative solutions to meet the diverse needs of our members. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare. Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together. Join us in making a difference at Umpqua Health.

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.