Patient Services Assistant II (4723C), Optometry Clinic 86925

Position Summary Within the Herbert Wertheim School of Optometry and Vision Science, the Patient Services Assistant II serves as a key member of the front‑line Patient Services team. As the face of the optometry clinic, this position acts as the first point of contact for all patients. The Patient Services Assistant II may be assigned to work at any of the school's on‑ and off‑campus optometry clinics, including the Tang Clinic at University Health Services, Meredith Morgan University Eye Center, or the clinic at the Emeryville Satellite campus. Within the school's various clinic locations, the position may support any area of the clinic, including primary care, specialty clinics, and the eyewear center. This position is typically stationed at a reception desk for patient check‑in and check‑out. Responsibilities include managing patient appointments, including scheduling and modifications; welcoming and directing patients to the appropriate clinic or waiting area; and providing general information. Additional duties involve processing patient‑related documentation, performing data entry into electronic health systems, and assisting patients with contact lens and eyewear orders. The Patient Services Assistant II also verifies insurance coverage, secures authorizations for services, and collects and records patient payments. Responsibilities Patient Appointment Activities Triage patients to determine which clinic fits the patient care needs; request assistance from more experienced staff if in doubt. Manage and resolve patient concerns in a professional, timely, and empathetic manner, escalating to management when necessary. Schedule patient appointments on the electronic health records scheduling system according to patient, clinician or doctor request, following all correct procedures and entering all necessary information accurately. Obtain insurance eligibility and authorizations as needed and communicate lapses of coverage to patients at time of appointment. Escalate urgent calls appropriately based on content and priority. Regularly review provider schedules to ensure accuracy and availability. Identify and correct scheduling errors or overlaps proactively. Ensure blocked time, PTO, and clinic closures are accurately reflected in the schedule. Schedule patient follow‑up visits as requested by provider(s). Communicate last‑minute patient schedule changes to clinics, providers or other staff as indicated. Obtain and accurately enter patient insurance information as needed; follow correct procedures for updating insurance records on computer databases and filing authorizations or other paperwork to ensure correct processing of patient billing. Accurately update patient demographics in the computer database. Oversee and monitor work queues in the electronic health records (EHR) system to ensure timely and accurate processing. Courteously answer incoming phone lines and screen, route, take messages or respond as appropriate. Handle both patient‑facing and interdepartmental calls. Answer patient questions, clarify appointment details, and provide general support. Place outgoing calls for appointment reminders, follow‑ups, or requested callbacks. Maintain and monitor patient waitlists for sooner appointment opportunities. Contact patients as openings become available, following prioritization guidelines. Document all communication and updates related to waitlist management. Patient Reception Activities Check‑in arriving patients and accurately update computerized records while providing excellent customer service. Check out patients at the conclusion of their appointments, processing services rendered, verifying insurance information and authorizations, and collecting payments as needed. Respond promptly and efficiently to calls on the main and emergency/provider lines. Respond to patient inquiries or direct patients to appropriate staff for answers. Direct patients to the correct clinic location for appointment. Provide patients with necessary paperwork and forms. Access patient databases to answer queries about materials or services in process. Liaison with outside transportation vendor(s) as needed. Monitor and respond to department and patient emails in a timely, professional manner. Route clinical or confidential inquiries to the appropriate staff or department. Track and follow up on pending email requests (appointment requests, billing questions, general inquiries). Maintain organized email folders for efficient retrieval of information. Monitor submitted patient inquiries or requests through Google Forms. Respond promptly, escalating complex or urgent requests as necessary. Keep records updated and track resolution status. Advise patients about parking and/or provide permits. Clinic Operations Activities Maintain active availability on the phone system for the maximum duration possible, and respond promptly to high call volume alerts such as those sent via TigerConnect indicating extended patient hold times. Follow up with insurance companies when discrepancies or issues concerning patient coverage arise. Process patient orders for contact lenses following clinic procedures. Process patient orders for Low Vision devices following clinic procedures. Process records requests (patients and providers). Provide cashiering support (collect and process payments) as needed, following all prescribed guidelines. As assigned, settle credit card machines and transfer all receipts according to defined procedures. Balance previous day's receipts with reports from the patient database following prescribed procedures. Reconcile daily receipts with reports from the patient database in accordance with established procedures. Run computerized reports of patient or schedule activity for Clinic Administration as needed. Assist patients with pickup/dispense of contact lenses, spectacles or other eye care products. As assigned, set up calls for contact lens or spectacle order notification and file contact lenses and spectacles for pick‑up as appropriate. Assist with surgery‑day administrative tasks as assigned. (Only Selected Staff) Participate in cross‑training and support new and current staff on patient services responsibilities and workflows. Maintain workspace and Patient Services area in a neat and orderly manner. Restock necessary supplies in the Patient Services area and alert Clinic Administration of needed supplies. Coordinate breaks and lunch with other staff members to ensure optimal desk coverage. Place orders for office, medical, and patient education supplies as needed. Track open orders and ensure timely receipt of materials. Verify and document deliveries, ensuring order accuracy. Restock supplies, clinic forms, paper work and communicate low inventory alerts to management. May be required to rotate across clinics to backfill as necessary. Perform clinic opening, setup, and closing procedures in accordance with established guidelines. Skills Development and Training Complete campus and school required training. Annual HIPAA training, EHR and practice management training (e.g., EPIC, Compulink). HIPAA training is required to access the EHR and to understand and adhere to HIPAA regulations. Required Qualifications Working knowledge in administrative procedures and processes including word processing, spreadsheet and database applications. Verbal and written communication skills, active listening, critical thinking, multi‑task and time‑management skills. Exemplary customer service, proper courtesy, and efficiency on the telephone, and familiarity with HIPAA (patient privacy) regulations. Compliance with UC Berkeley Optometry Clinic annual immunization, TB and medical screening requirements, trainings, and University and School policies. Education / Training High school diploma and/or equivalent experience/training. Preferred Qualifications Experience in cashiering. Salary & Benefits The budgeted hourly range that the University reasonably expects to pay for this position is $27.68 (Step 2). This is a non‑exempt, bi‑weekly paid position. This is a full‑time (40 hours/week) career position eligible for UC benefits. Equal Employment Opportunity The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. #J-18808-Ljbffr Inside Higher Ed