Patient Services Rep

Job Summary and Responsibilities As our Patient Services Representative, you will be the first point of phone customer service contact for our patients, physicians and other clinic staff. Every day, you will provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text. You will perform a variety of duties including collecting and updating demographics, verifying insurance information and health plan eligibility, and taking complete and accurate messages. You will schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center systems, and you may also assist with referrals and authorizations. To be successful in this role, you must have enthusiasm to help others, an innate ability to solve complex problems, and a desire for continuous growth and improvement. Patient Service Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy. Assist new members with an introduction to and explanation of available services, processes, and provider availability. Update patients on the status of their referrals or authorizations. Answer, screen, and process a high volume of incoming calls in a professional manner. Direct patient access to the practice by scheduling and canceling appointments for multiple providers. Utilize and adhere to phone scripts, clinical decision trees, and scheduling criteria following department guidelines. Use independent knowledge within scope of training to determine the type of appointment needed, urgency, and appropriate provider or resource routing. Communicate complex exam preparation instructions—including appointment arrival expectations, necessary documents, outstanding balances, estimated co‑pays, and other necessary preparations—in a courteous manner. Send accurate and complete communication to physicians or other healthcare providers. First Contact Resolution Determine the reason for the call and assist the caller with their questions, concerns, or problems with a focus on first‑call resolution. Facilitate patient issue resolution by referring the matter to the RN, physician, supervisor, or topic expert. Support other team members with escalation concerns by guiding them in the correct process. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert can resolve the matter. Flexibility Perform essential job functions with a high degree of independence, flexibility, and creative problem‑solving. Contact Control Maintain control of the call by de‑escalating issues and instilling confidence that a resolution can be found. Articulate a response to the patient using appropriate voice modulation. Contact Quality Meet quality assurance requirements and other key performance metrics. Provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service‑oriented, respectful manner using active listening and problem‑solving skills. Remain calm in stressful situations. Proactively Contributes to Organizational Excellence Focus on improving the patient’s experience by delivering a culture of yes. Problem‑solve to maximize opportunities and minimize unnecessary steps. Keep workspaces and all patient areas clean and clutter‑free. Maintain a professional appearance and follow dress code guidelines. Accept flexible work hours/days and float to support others. Initiate ways to increase physician productivity. Job Requirements Required High School Graduate or GED (General Studies) Minimum of 6 months experience scheduling patient appointments, either in‑person or via phone Experience with computer systems, including office Windows‑based programs and web‑based applications Preferred 1 year of higher education, some college Where You'll Work Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. As an affiliate of Dignity Health – one of the largest health systems in the nation – the Foundation has hospitals and care centers in California, Arizona, and Nevada. The Foundation works hand‑in‑hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As the Foundation continues to grow and establish new premier care centers, it provides increasing support and investment in the latest technologies, finest physicians, and state‑of‑the‑art medical facilities. The Foundation strives to create purposeful work settings where staff can provide great care while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Staff is well‑trained and highly skilled, qualities that are vital to maintaining excellence in care and service. #J-18808-Ljbffr