Patient Services Representative

Job Title

Answer telephones, greets, assists, and directs visitors, patients and other clinic office callers. Guides, screens, and registers new patients. Assists patients in obtaining services and provides information on funding eligibility and inquiries related to patient access processes, policies, and/or other related information; researches and resolves customer problems. Performs clerical duties to support the daily business activities of the location.

Essential Functions of the Job

• Assembles all data and documents required for complete patient registration, including insurance verifications and authorizations.
• Enter current patient demographic information into Epic system.
• Provide excellent customer service and be able to communicate effectively with internal and external personnel.
• Assesses patient financial responsibility and collects co-pays and deductibles at time of check-in.
• Obtains and documents funding information from patients and provides information on available funding resources.
• Uses payer resources (RTS) and websites to explore and access eligibility; initiates referrals for varies insurance such as Medi-Cal, Medicare, Manage Care, Commercial, etc. administers and determines patient eligibility for Sliding Fee Discounts Program.
• Works in collaboration with all areas of patient inquiries to identify and resolve issues and/or barriers.
• Enters a variety of fiscally related information into databases; maintains fiscal records and files.
• Responds to requests for information and inquiries related to patient access processes, policies, and/or other related information; researches and resolves customer problems.
• Recognizes need for immediate and urgent services.
• Provides assistance, guidance and direction to visitors and patients.
• Assists in care and maintenance of department equipment and supplies.

Additional Duties and Responsibilities

• Maintains established departmental policies and procedures, objectives, quality assurance, safety, environmental and infection control standards.
• Able to adapt to organizational changes and functions.
• Participates in educational programs and in-service meetings.
• Attends meetings as required.
• Performs other related duties as assigned or requested by the Patient Services Supervisor.

Job Requirements

Experience Required:

• One year of customer service experience or successful completion of internship at San Ysidro Health.
• Preferred: One year of experience in a medical setting, preferably front desk, or reception.

Education Required:

• High School or GED equivalent.

Verbal and Written Skills Required to Perform the Job:

• Bilingual English-Spanish, preferred.
• Must have good handwriting and verbal communication skills.

Technical Knowledge and Skills Required to Perform the Job:

• Must have verbal ability for accurate and tactful explanation.

Equipment Used:

• Multi-extension phones; CRT/PC, and other office machines.

Working Conditions and Physical Requirements:

• May be required to lift approximately 25 lbs. Mostly sitting position.
• May be required to work evenings and/or weekends or clinics outside of assigned clinic.