Patient Service Representative

We are proud to serve as a trusted resource for our community, providing high-quality mental health care with compassion and integrity. Our Long Beach facility currently operates as a 79-bed adult voluntary acute inpatient program, offering private rooms and individualized treatment delivered by a multidisciplinary team. We are dedicated to best practices and person-centered care, supporting each patient's journey toward stability and recovery. To promote continuity of care beyond inpatient treatment, we also offer Partial Hospitalization (PHP) and Intensive Outpatient (IOP) programs tailored to meet each individual's clinical needs. We are also actively expanding our services across Southern California, with our new San Bernardino campus expected to open in early 2026.

Department: Psychiatric Adult Inpatient
Position Type: Full-Time
Schedule: This position operates on a rotating 3-day, 12-hour shift schedule that includes a combination of weekdays and weekends. Reliability and flexibility for weekend rotations are required.

Position Summary

As a Patient Service Representative at Ocean View Psychiatric Health Facility, you will provide a welcoming, efficient, and compassionate admissions experience for individuals seeking mental health care. Reporting to the Intake Manager and PSR Leads, you will serve as the primary call center contact. Responsibilities include answering inquiries, capturing accurate messages, verifying patient health information, and managing referrals. Additionally, you will coordinate admission logistics, schedule patient transits, and facilitate seamless communication between clinical and administrative teams. This fast-paced role demands high documentation accuracy, strong multitasking skills, and the professional capacity to support patients compassionately during crises.

Key Responsibilities

• Handle phone calls, route messages, and process provider correspondence.
• Handle incoming inquiries and conduct initial phone and pre-admission assessments.
• Collect relevant health data and clinical/psychiatric records for review.
• Coordinate safe patient transportation and process admissions and discharges.
• Check insurance eligibility, calculate basic billing computations, and secure authorizations.
• Input accurate patient demographic and insurance data into CS-Link and EHR systems.
• Maintain medical records and fax daily census reports regarding bed availability.
• Update clinical, nursing, social work, and outreach teams on patient status.
• Adhere to healthcare regulatory standards, Patients' Rights, and LPS statutes.
• Complete additional tasks and duties as assigned by management.

Minimum Qualifications

• High school diploma or equivalent required
• Minimum of two (2) years of experience in behavioral health, healthcare, or hospital settings.
• Demonstrated ability to remain calm, composed, and effective in high-stress or crisis situations
• Strong teamwork and collaboration skills across disciplines and departments.
• Demonstrated sound professional judgment; clinical judgment where applicable to licensure/role
• Proficiencyin the use of computers and standard keyboard functions for data entry and electronic documentation
• Effective verbal and written communication skills
• Ability to read, write, and communicate fluently in English
• Current CPR, BLS, and First Aid certification, or ability to obtain within90 daysof employment

Preferred Qualifications

• Minimum of five (5) years of experience in a behavioral health, healthcare, or related human-services setting (role-specific equivalent acceptable)
• Prior experience using Electronic Health Records (EHR) systems for documentation and coordination of care
• Proficiencywith Microsoft Office Suite (Word, Excel, Teams) and/or cloud-based communication platforms (e.g., Slack, Zoom)
• Bilingual in English and Spanish, or other languages commonly spoken by the patient population
• Crisis prevention/intervention training (e.g., HWC, CPI, PMAB) or de-escalation certification
• Knowledge of HIPAA, Title 22, and other applicable regulatory standards
• Familiarity with trauma-informed care principles and culturally responsive practices
• $2.00/hour shift differential for eligible NOC (overnight) shifts
• Comprehensive medical, dental, and vision insurance for qualifying employees
• 401(k) retirement savings plan
• Supportive, team-oriented work environment
• Opportunities for professional growth, training, and advancement within the organization

Physical & Environmental Requirements

• Frequent walking, standing, sitting, twisting, and bending are required.
• Must possess adequate auditory capacity to communicate clearly and follow verbal instructions.
• May be required to lift and carry objects weighing up to 25 pounds.
• Ability to sit or stand for extended periods of time.
• Must be able to operate standard office and/or clinical equipment requiring repetitive hand movements, manual dexterity, and fine finger coordination, including the use of computers, telephones, and related devices.

Special Conditions

• Employment is contingent upon successful completion of Live Scan fingerprinting, background check clearance, and verification of required licenses, certifications, and education
• Satisfactory completion of professional reference checks
• Must be legally authorized to work in the United States; Ocean View does not provide visa sponsorship for certain roles unless otherwise specified
• Compliance with all applicable federal, state, and local regulations, including California Department of Health Care Services (DHCS), The Joint Commission, and HIPAA standards
• Compliance with all required health screenings and immunizations in accordance with regulatory guidelines and facility policy, which may include tuberculosis (TB) testing, N95 fit testing, annual trainings, and proof of vaccination for certain communicable diseases
• Availability to work evenings, weekends, holidays, or variable shifts as needed, based on operational or patient care needs