Patient Experience Representative - Santa Cruz

Job Description

Job Description

Description:

Janus of Santa Cruz is seeking a mission-driven Patient Experience Representative to support patient access and front-end financial processes. This is a key role shaping the patient experience—from first contact through admission—by ensuring accurate, timely, and compassionate service.

If you’re detail-oriented, patient-focused, and experienced in revenue cycle operations, we’d love to connect with you.

This is a full-time shift, Sunday - Thursday 5:30am - 2pm. This role will float locations between Santa Cruz and Watsonville.

About the Role

Under the supervision of the Patient Experience Supervisor, this position serves as a primary point of contact for patients and plays a critical role in intake, eligibility verification, authorization support, and point-of-service financial processes.

You will help ensure a seamless, respectful, and efficient intake experience for every patient we serve.

What You’ll Do

Patient Access & Intake

• Serve as the first point of contact (phone, in-person, digital)
• Complete intake, screening, and referral workflows
• Schedule appointments and coordinate admissions

Eligibility & Financial Clearance

• Verify insurance eligibility and benefits prior to service
• Support authorization processes
• Communicate financial expectations (copays, deposits, self-pay rates)

Point-of-Service Collections

• Collect payments in accordance with policy
• Provide basic financial guidance to patients
• Maintain accurate transaction documentation

Documentation & Compliance

• Maintain accurate records in the EHR
• Ensure compliance with privacy and documentation standards
• Support audit readiness with consistent data entry

Patient Experience

• Deliver compassionate, respectful, and professional service
• Address questions and escalate complex concerns
• Ensure a smooth and supportive intake journey
  

Requirements:

What You Bring

Required:

• High School Diploma or GED
• Basic insurance knowledge is required. Experience with insurance authorizations, approvals, denials, and appeals is preferred and highly valued
• Knowledge of insurance billing, denials, appeals, and payment posting
• Experience with EHR and billing systems
• Proficiency in Microsoft Office (Excel, Word, Outlook)

Preferred Qualities:

• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Commitment to providing excellent patient service

Work Environment & Expectations

• Ability to work with complex systems and detailed data
• Strong attention to accuracy, deadlines, and compliance

 

At Janus of Santa Cruz, the well-being of our employees is paramount to our planning and policies.

• We provide unlimited counseling (telehealth and in-person) at zero cost to our employees
• We also provide competitive retirement plans for full-time, part-time, and on call employes with generous matching after six months of consecutive employment
• Amazing Benefits : Enjoy comprehensive medical, dental, and vision coverage, 12 paid holidays, retirement benefits, no-cost mental health counseling services, and 12 paid sick days per year
• Impactful Work : Be at the forefront of transforming lives and communities
• Collaborative Environment : Work with a dedicated team of professionals committed to holistic care and rehabilitation
• Professional Growth : Seize opportunities to attend, participate, and speak at local and state-level meetings, events, conferences, and training
• Supportive Culture : Thrive in a workplace that values your contributions and supports your professional development

Janus of Santa Cruz maintains and promotes a working environment free from discrimination and harassment; and provides all current and prospective employees with equal opportunity in employment regardless of race, creed, color, national origin, ancestry, religion, disability, medical condition, sex, gender identity, physical characteristics, marital status, age, sexual orientation, organizational affiliation, veteran status, or past justice related situations.