Senior Registration Specialist

Except in the case of an undue hardship, La Familia provides reasonable accommodations to persons with disabilities when the accommodations are necessary to enable the persons to perform the essential functions of the job. The Agency also provides reasonable accommodations when necessary based on religious needs. Individuals requiring workplace accommodations must discuss their needs with La Familia Human Resources. Individuals seeking accommodations for disabilities are typically required to provide medical documentation supporting the existence of a disability, the need for the accommodation, and what workplace modifications will enable the employee to perform the essential functions of the job.

POSITION OVERVIEW:

The Senior Registration Specialist position is responsible for fulfilling all duties of the Registration Specialist plus additional duties as assigned by Center Management. The Senior Registration Specialist role ensures the integrity of front desk operations through understanding and applying knowledge of all front desk processes and procedures, including insurance verification and registration, charge reconciliation, time of service payment collections, appointment scheduling, billing processes and quality assurance. The Senior Registration Specialist also provides training as needed to the Registration Specialists to support front office operations. This position reports to the Clinic Administrator. This position collaborates closely with La Familia's Finance dept., Billing and Coding Vendor, and Clinic team. This role will uphold and champion the agency's mission, vision, and values and contribute to a collaborative and inclusive work culture.


ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Fulfills all duties of the Registration Specialist listed below and other duties assigned by Center Management as needed:

• Consistently provide exceptional customer service to patients and other individuals who present for services.
• Utilize excellent customer service skills, check-in and check-out patients, schedule appointments, answer phones, enter data proficiently into the PMS/EHR system.
• Greet patients and communicate approximate wait times and walk-in appointment availability.
• Follow office opening and closing procedures daily.
• Communicate with back-office staff regarding walk-in demand and wait times.
• Assess patient eligibility for funding, health insurance programs and/or fees. Collect payments, and complete corresponding on-line eligibility processes.
• Serve as a patient advocate ensuring they are aware and take advantage of all state programs such as Medi-Cal, PE, Family PACT, etc., as well as sliding fee discounts based on family size and income, and uncompensated care options.
• Perform financial counseling with patients to ensure they are aware of their insurance coverage and financial responsibility.
• Sign patients up for state funded programs such as FPACT and PE using DHCS portals.
• Negotiate payment plans for patients who cannot afford payment in full using agency established parameters.
• Refer patients to patient navigator for financial counseling as needed for visit coverage.
• Support pre-registering patients prior to their appointment.
• Ensure accurate completion and patient understanding of all necessary registration and consent forms.
• Appropriately handle medical record requests for patients and outside providers.
• Strictly adhere to patient privacy laws and internal agency policies regarding patient privacy and protection.
• Schedule follow up appointments in a timely manner according to patient and provider schedules.
• Handle incoming and outgoing faxes as needed.
• Proactively communicate identified risks to the supervisor to minimize risk when possible.
• Reconcile billing and ensure check-out procedures happen in real time before a patient exits the health center.
• Participate in health center efforts to achieve established goals for productivity.
• Participate in health center/affiliate efforts to achieve established revenue cycle goals.
• Remain flexible and available to extend/change scheduled hours as needed to meet the needs of the health center and our patients.
• Follow affiliate-wide protocols, policies, and procedures, and any center-specific policies and procedures. Understand and demonstrate, in all interactions, the importance of high-quality care, including accurate charting, filing, and follow-up.
• Participate in maintaining general upkeep of the facility; keep lobbies, reception area, and other rooms tidy.
• Adhere to affiliate goals and policies on professionalism, wait time in-health center, and the system for addressing patient complaints.
• Maintain professional image through appropriate dress and manner.
• Utilize the principles of trauma-informed care and communication throughout all interactions with other staff and patients at all times, under all circumstances.
• Float Registration Specialist staff are required to travel to multiple regional based health centers as requested. May be short notice and travel will be greater than 50% of the time.
• Other administrative responsibilities as assigned.
• Active participation in the advancement of La Familia's Diversity, Equity, and Inclusion commitment.

Other

• Assists in the training of new Registration Specialist staff to support front office operations.
• Point person for updating, maintaining, and printing front office forms and packets for the health center.
• Order office supplies as needed.
• Manage and reconcile the Registration Error Billing Work queue within EHR.
• Lead front office pre-registration efforts.
• Responsible for ordering FPACT Cards for the health center as needed and other required items.
• Attend trainings and participate in events relevant to key responsibilities
• Track and regularly report on key metrics for responsible function areas
• Leads and collaborate on special projects related to agency objectives as appropriate

• Attend trainings and participate in events relevant to key responsibilities.
• Track and regularly report on key metrics for the responsible function areas.
• Leads and collaborates on projects supporting Agency objectives.

CORE COMPETENCIES:

Leading the self:

• Demonstrates ethics and integrity
• Displays drive and purpose
• Manages self and adapts to change
• Exhibiting leadership stature
• Practice self-awareness and continuous learning

INCLUSION, RESPECT, AND COLLABORATION:

• Practices cultural humility and cultural responsiveness when engaging with individuals from diverse backgrounds and life experiences, while practicing appropriate boundaries.
• Develop relationships with their teams and across the organization to foster cultural humility and cultural responsiveness, teamwork, and collaboration, ensuring positive outcomes for the organization both internally and externally.
• Utilize effective communication skills to listen and respond with empathy, while adopting a proactive and collaborative approach to drive innovative change. This approach should be sensitive to the organization's culture and its role within the community.

QUALIFICATIONS & EXPERIENCE:

• Fulfilled a minimum of 6 months as a Registration Specialist.
• Associate degree (AA) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Experience working in a receptionist or office setting is preferred.
• Knowledge of medical insurance plans preferred.
• Bilingual in English and Spanish is highly desired.
• Experience in non-profit and community-based organizations preferred.
• Demonstrates and models excellent "customer service" orientation and ability to work with diverse populations.
• Exercises extreme discretion with the ability to hold, balance, and transmit public and confidential information needed by various parties.
• Proficient in MS Office and Google Workspace products.
• Valid CA Driver's license required.
  • Auto insurance: If your vehicle is used for business-related purposes, it is recommended that you inform your auto insurance carrier.

OTHER RESPONSIBILITIES:

• Demonstrates cultural awareness and provides respectful, client-centered care.
• Maintains knowledge of community resources for client referrals
• Attend work regularly, adhering to policies on absences and tardiness.
• Understands and applies legal requirements, including confidentiality and risk management.

Timekeeping & Attendance Responsibilities

• Accurately record work hours each day by clocking in/out at scheduled start, break, lunch, and end times.
• Take all required meal and rest breaks in compliance with state, federal, and agency policies.
• Review and submit timesheets by established deadlines to ensure timely payroll processing.
• Notify supervisor promptly of any scheduling conflicts, absences, tardiness, or timekeeping issues.
• Maintain consistent and reliable attendance to support team and program operations.
• Follow organizational policies and procedures related to overtime, schedule changes, and paid/unpaid leave.
• Correct and/or report any timekeeping discrepancies immediately to the supervisor for resolution.

TEAM COMMITMENT:

• Viewed by others as an effective team member who is flexible, cooperative, and willing to assist others, and acts as a resource to team members and clients, where appropriate.
• Handles difficult or conflict situations constructively and seeks appropriate assistance.
• Accepts accountability and constructive feedback.
• Attends all mandatory meetings and staff meetings as required, and actively participates in other departmental professional development, including providing training and consultation.
• Develops and maintains cooperative and courteous relationships with fellow employees, supervisors, managers in other departments, senior management, executive staff, and community stakeholders.
• Handles requests, suggestions, and complaints from other departments and individuals in a tactful and effective manner to maintain goodwill within the agency.

WORKING CONDITIONS and JOB SETTING:

• Ability to occasionally or frequently stand, walk, sit, and reach with hands and arms above the shoulders
• While performing the duties of this job, the employee is routinely required to sit, walk, talk, and hear, use hands to keyboard, fingers, handle, and feel, stoop, kneel, crouch, twist, crawl, reach, and stretch.
• The employee is occasionally required to move around the office
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
• May require travel, dependent on agency needs
• Can work under deadlines
• Performing general physical activities such as picking up, moving, and using objects, tools, or controls
• The noise level in the work environment is usually low to moderate.

Physical Requirements

• Ability to safely operate a motor vehicle
• Ability to push, pull, and lift up to 50 pounds frequently.
• Ability to stand and move from one location to another daily.
• Ability to sit for prolonged periods of time
• Ability to visually focus on near and far items, and to be able to switch between them.
• Ability to reliably report to work on time and perform the position's required tasks as scheduled
• Ability to grasp and carry items
• Ability to hear and effectively communicate with co-workers, clients, and the public
• Ability to identify potential issues within the workplace, determine an appropriate means of avoiding and/or resolving the issues, work with others to address the issues, and carry out organized strategies for resolving and preventing similar issues in the future
• Ability to process information and data for use within the organization

BENEFITS:

• Excellent Health benefits package for you and your family, including:
  • Medical, dental, and vision benefits with 95% employee and 80% dependent employer premium contributions, and employer-paid life insurance.
• Vacation, 15 paid holidays, 12 paid sick days upon accrual
• Employee Assistance Plan to support you and your family's well-being and finances
• Pet Plan Benefit:
  • PetPlus Product and Prescription Discounts, Pet Assure Veterinary Discounts, AskVet 24/7 Pet Telehealth, and ThePetTag Lost Pet Recovery Service
• 403(b) retirement plan
• Work-life wellbeing & excellent work hours
  • La Familia understands the importance of work-life balance! Our therapists enjoy flexible scheduling options, including hybrid work arrangements, to ensure high-quality client care while maintaining their well-being.
• License and Certification renewals reimbursed.
• Supportive/Collaborative work environment
• Opportunities for Growth and Professional Development
  • We believe in growing together. As a team member, you'll have access to structured mentorship and ongoing training. Whether you're pursuing licensure or looking to specialize in clinical psychology, we support your growth every step of the way.