Patient Services Representative - Float Pool

Job Description

Job Description

About Us

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 96k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969, and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

**This opportunity is for a Float Patient Services Representative role supporting the following clinics: Region will be Poway, Lakeside, El Cajon, Valley Center, Fallbrook. This role will be expected to float between these sites based on organizational needs.**

ROLE OVERVIEW:

The Patient Services Representative – Float Pool provides front office support across multiple clinic locations to ensure efficient patient access, scheduling coordination, and excellent patient experience. This role serves as the first point of contact for patients and supports clinic operations by managing incoming calls, coordinating appointments, assisting with patient registration, and maintaining accurate scheduling workflows. This role communicates regularly with patients, providers, medical assistants, and leadership teams to ensure smooth clinic operations in a fast-paced environment.

RESPONSIBILITIES

Patient Experience and Access

• Serves as the first point of contact for patients, visitors, and incoming calls

• Greets and assists patients in a courteous and professional manner

• Schedules, reschedules, and confirms patient appointments in the electronic scheduling system

• Conducts appointment reminder calls and communicates visit preparation instructions when needed

• Provides clear information regarding clinic processes, appointments, and services

Provider and Team Support

• Coordinates scheduling workflows to ensure efficient patient access and clinic flow

• Communicate with providers, medical assistants, and nursing staff regarding scheduling needs

• Ensure providers have accurate appointment information and schedule updates

• Supports care teams by managing appointment availability, cancellations, and schedule adjustments

Front Office and Administrative Support

• Verifies patient demographics, insurance information, and registration data

• Prepares and verifies patient records prior to appointments

• Tracks filled and cancelled appointments and updates scheduling systems accordingly

• Receives and records patient payments in the appropriate system when applicable

• Ensure patient information is updated accurately in the electronic health record system

Float Pool Responsibilities

• Provides front office support across multiple clinic locations based on operational needs

• Quickly adapts to site specific workflows, schedules, and team dynamics

• Communicates with site leadership upon arrival to determine front office priorities

• Supports clinics experiencing staffing shortages to maintain patient access and service continuity

EDUCATION/EXPERIENCE

• High School Diploma or GED required

• Valid CA driver license and proof of auto insurance is required and maintained as a condition of employment.

• One year customer service experience required; healthcare experience preferred

• Experience working with electronic medical records and multi-line phone systems preferred

• Bilingual preferred depending on site needs

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)

• Strong communication and leadership abilities.

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills

• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form

• Ability to successfully manage multiple tasks simultaneously

• Excellent planning and organizational ability

• Ability to work as part of a team as well as independently

• Ability to work with highly confidential information in a professional and ethical manner

• Ability to work under pressure and be flexible with changing site needs. Can work with people of all social and ethnic backgrounds and maintain confidentiality. Able to train and manage staff in a collaborative manner.

Physical Requirements

• Ability to lift/carry 20 lbs./weight

• Ability to stand for long periods of time

COMPLIANCE (Safety & HIPAA)

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately

• Maintains current knowledge of policies and procedures as they relate to safe work practices

• Follows all safety procedures and reports unsafe conditions

• Uses appropriate body mechanics to ensure an injury free environment

• Familiarity with location of nearest fire extinguisher and emergency exits

• Follows all infection control procedures including blood-borne pathogen protocols

• Maintains privacy of all patients, employees and volunteer information and access such information only on a need-to-know basis for business purposes

• Comply with all regulations regarding corporate integrity and security obligations

• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Neighborhood Healthcare offers a generous benefit plan that includes: Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay range : $22.8800 to $32.08 depending on experience and additional qualifications.

Note: This Float Patient Services Representative role will include an additional $2.00 per hour float differential on top of the standard Patient Services Representative pay rate.

Compensation Disclosure :

The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs.