Patient Services Representative I/II

Job Description

Job Description

Patient Service Representative I/II

Village Health Center

At Father Joe's Villages, healthcare is more than a service. It is a pathway to stability, wellness, and hope. Through the Village Health Center, we provide integrated healthcare services to individuals experiencing homelessness and other vulnerable populations, helping remove barriers to care and improving health outcomes. Patient Service Representatives play a vital role in creating a welcoming, respectful, and efficient experience for every patient, serving as the first point of contact for individuals accessing care and helping ensure they receive the services and support they need. 

This is one job opening. The selected candidate will be hired as either Patient Service Representative I or Patient Service Representative II based on qualifications, experience, and demonstrated competencies.

What Success Looks Like

As a Patient Service Representative, you create positive first impressions and help patients navigate access to healthcare services with professionalism, compassion, and attention to detail. You are organized, customer-focused, and able to manage multiple priorities in a fast-paced healthcare environment.

You help ensure accurate registration, scheduling, insurance verification, and patient documentation while maintaining confidentiality and delivering exceptional service. You demonstrate Compassion, Respect, Empathy, Empowerment, and Dignity in every interaction with patients, visitors, providers, and coworkers.

Key Job Responsibilities

• Welcome and assist patients, clients, and visitors as the first point of contact within the Village Health Center.
• Register patients and maintain accurate demographic, insurance, and eligibility information within the electronic health record.
• Schedule, reschedule, and cancel appointments while supporting efficient clinic operations and patient flow.
• Verify insurance eligibility, benefits, and coverage and assist patients with required registration and eligibility documentation.
• Screen patients for sliding fee eligibility and collect payments in accordance with established procedures.
• Communicate professionally with patients, providers, and staff to address questions, coordinate services, and support access to care.
• Maintain accurate documentation and protect patient privacy in accordance with HIPAA and organizational requirements.
• Collaborate with clinic staff and internal departments to support quality patient care and efficient service delivery.
• Follow established workflows, policies, procedures, and regulatory requirements.

The Patient Service Representative II performs these responsibilities with greater independence and experience, including resolving more complex registration, scheduling, insurance, and eligibility issues, serving as a resource for Patient Service Representative I employees, and helping support consistent clinic workflows and patient access practices.

Desirable Candidate Profile

• High School Diploma or GED required.
• Experience using an electronic health record (EHR) system required; experience with EPIC preferred.
• Experience working with individuals experiencing homelessness, economic hardship, behavioral health conditions, or other barriers to healthcare access preferred.
• Relevant healthcare front-office or patient access experience:

• Patient Service Representative I: Minimum six (6) months of healthcare front-office experience preferred and at least three (3) months of EHR experience required. 
• Patient Service Representative II: Minimum two (2) years of progressively responsible experience in healthcare patient access, registration, scheduling, or related front-office functions.

• Bilingual English/Spanish proficiency preferred.
• Certified Healthcare Access Associate (CHAA) certification preferred for Patient Service Representative II. 

Key Competencies

• Provides professional, respectful, and responsive customer service to patients, visitors, providers, and staff.
• Communicates clearly and effectively in person, by telephone, and in writing.
• Maintains accuracy while collecting, verifying, and entering patient, insurance, and scheduling information.
• Demonstrates strong organization, attention to detail, and follow-through.
• Uses sound judgment and problem-solving skills to address patient access, scheduling, and registration concerns.
• Balances multiple responsibilities while maintaining a positive patient experience.
• Works effectively both independently and as part of a team.
• Demonstrates knowledge of patient registration, scheduling, insurance verification, confidentiality requirements, and healthcare customer service practices.
• Maintains commitment to serving diverse populations with compassion, dignity, and respect.

Work Schedule

This is a full-time position typically scheduled Monday through Friday. Work is performed in clinic, healthcare, office, and reception environments and requires frequent interaction with patients, providers, healthcare professionals, support staff, and visitors. Occasional schedule adjustments may be needed based on clinic operations and patient care needs.

Compensation & Benefits

The anticipated starting pay ranges for the role are:

Patient Service Representative I: $22.00 to $23.50 per hour 
Patient Service Representative II: $23.00 to $25.30 per hour

Final level and starting pay will be determined based on qualifications, relevant experience, demonstrated competencies, and internal equity.

Father Joe's Villages offers a comprehensive benefits package, including medical, dental, and vision coverage, retirement plan options, paid time off, and professional development opportunities. Employees also have access to wellness programs and employee assistance resources to support work-life balance and overall well-being.

Why Join Father Joe's Villages

Join an organization deeply rooted in Compassion, Respect, Empathy, Empowerment, and Dignity. Make a meaningful impact by helping individuals access healthcare services and navigate barriers to care. Work alongside a collaborative, mission-driven team committed to improving health outcomes and expanding access to integrated healthcare services. Grow your skills in patient access, healthcare operations, customer service, and community-focused care within a respected organization serving San Diego's most vulnerable populations.

Conditions of Employment

Employment is contingent upon successful completion of applicable pre- and post-employment requirements, which may include background checks, health screenings, certification verification, and other requirements relevant to the role. These checks are conducted following a conditional offer of employment.

Equal Employment Opportunity

Father Joe's Villages is an equal opportunity employer dedicated to building a diverse, inclusive workforce. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other characteristic protected by law.