Patient Services Representative - Folsom

Medical Office Service Coordinator

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position performs a variety of duties, providing front office support for the department/clinical team for which it is assigned. Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs.

Minimum Qualifications:

• High School / GED equivalent or related work experience
• Experience with practices and protocols related to medical office and/or health care scheduling or insurance procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Ability to accomplish a variety of concurrent assignments in an effective and efficient manner, demonstrating ability to organize, prioritize and complete assignments in a designated time frame.
• Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines.
• Problem solving skills to independently define a problem identify the resources available to help solve the problem, create viable solutions and take the necessary action to implement problem resolution and ensure prompt and satisfactory resolution.
• Decision making skills to independently exercise delegated authority to take action and to appropriately seek assistance from others when limits of delegated authority have been reached.
• Interpersonal skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public with patience, courtesy and professionalism, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset.
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management, (i.e. scheduling, template maintenance, maintenance of demographic and insurance information).
• Typing skills sufficient to use computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise and easy to understand.
• Bookkeeping skills sufficient to maintain accurate records of patient financial transaction, prepare related financial reports, balance cash box, and prepare deposits.
• Organizing skills to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions.
• Filing skills to maintain logs and files of information in alphabetical, chronological and/or numerical order, such that it is current and easily retrievable.
• Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• In depth knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and worker's compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-10, CPT and HCPCS coding guidelines sufficient to accurately identify services performed, including diagnoses, procedures, and supplies.
• Knowledge and experience of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)

Preferred Qualifications:

• Three (3) years of customer service experience and/or call center experience
• Recent experience with EMR, such as EPIC, including In Basket and Work Queues.
• Training or equivalent recent experience in billing, authorizations, referrals, medical terminology, and comprehensive insurance plans and products.
• Recent experience in outpatient medical office.
• Experience working in a front office for a clinic, physician or health insurance company processing referrals or authorizations for patient services.
• Examples could include scheduling, ordering patient records to support diagnosis or medical necessity.
• Previous experience in the specialty of the hiring outpatient clinic.
• Demonstrated knowledge of Health System and UCD policies and procedures, or ability to learn.
• Comprehension of University requisition systems, including those needed for ordering supplies and medical records.

Key Responsibilities:

• 50% - Coordination of Medical Office Services
• 50% - Additional Job Functions

Department Overview:

September 2025, the three-story, 114,000 square foot Folsom Medical Care Clinic will increase access to high-quality care for Folsom community members. Services will include but are not limited to Cardiology, Dermatology, Endocrinology, ENT, Family Medicine, General Surgery, Imaging, Internal Medicine, Lab, Hematology Oncology, Neurology, OB/GYN, Orthopedics, Pediatrics, Rheumatology and Sports Medicine.

Position Information:

Salary or Pay Range: $ 29.46 - $36.63

Salary Frequency: Hourly

Salary Grade: 266

UC Job Title: MED OFC SVC CRD 3

UC Job Code: 009214

Number of Positions: 1

Appointment Type: Staff: Career

Percentage of Time: 100

Shift (Work Schedule): M-F 8-5

Location: Folsom MOB (1426FOLSO)

Union Representation: EX-Patient Care Technical Benefits Eligible: Yes

This position is 100% on-site

Benefits:

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC:

High quality and low-cost medical plans to choose from to fit your family's needs

UC pays for Dental and Vision insurance premiums for you and your family

Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave

Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement

Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement

Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement

Access to free professional development courses and learning opportunities for personal and professional growth

WorkLife and Wellness programs and resources

On-site Employee Assistance Program including access to free mental health services

Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage

Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles

Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans.

Physical Demands:

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands: