Patient Services Representative 2

Patient Service Representative II

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position performs a variety of duties, providing front office support for the department/clinical team for which it is assigned. Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs. This position is located in Rancho Cordova.

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position:

• High School / GED equivalent or related work experience
• Interpersonal skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public with patience, courtesy and professionalism, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset.
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management, (i.e. scheduling, template maintenance, maintenance of demographic and insurance information).
• Typing skills sufficient to use computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise and easy to understand.
• Bookkeeping skills sufficient to maintain accurate records of patient financial transaction, prepare related financial reports, balance cash box, and prepare deposits.
• Organizing skills to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions.
• Knowledge of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• Filing skills to maintain logs and files of information in alphabetical, chronological and/or numerical order, such that it is current and easily retrievable.
• Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• Knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and worker's compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-10, CPT and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.

Preferred Qualifications:

• Prior medical setting and/or hospital experience
• Experience with medical insurance verification within a medical environment
• At least two (2) years of customer service and/or call center experience
• Experience performing appointment scheduling and patient registration

Key Responsibilities:

• 50% - Coordination of Medical Office Services
• 50% - Additional Job Functions

Department Overview:

Rancho Cordova Clinic is a high-performing ambulatory care clinic within UC Davis Health, serving a diverse and growing patient population through a broad range of primary and specialty care services. The clinic supports Family Medicine, Endocrinology, Breast Health, Behavioral Health, Ambulatory Infusion, and onsite ancillary services, including laboratory and radiology. The department serves more than 20,000 patients annually and plays an important role in supporting patient access, preventive care, chronic disease management, specialty coordination, and patient-centered treatment planning. Our team works collaboratively across provider, nursing, clinical support, reception, referral, and administrative roles to ensure patients receive timely, compassionate, and coordinated care. Rancho Cordova Clinic is known for its strong team culture, operational adaptability, and commitment to continuous improvement. The department actively supports initiatives related to patient access, quality outcomes, population health, referral coordination, disability and FMLA workflows, revenue integrity, patient experience, and front-end operational excellence. The clinic team is expected to demonstrate professionalism, accountability, teamwork, and service-minded communication in every patient and team interaction. Our culture is built on engagement, kindness, problem-solving, and shared ownership of clinic success. Each role contributes to creating a welcoming environment where patients feel supported and staff are empowered to improve processes, identify barriers, and participate in solutions. As part of UC Davis Health, Rancho Cordova Clinic supports the organization's mission to provide excellent patient care, improve health outcomes, and advance a culture of respect, inclusion, and continuous learning.

Department Specific Job Scope:

The PSR II serves as the first patient-facing point of contact for Rancho Cordova Clinic and plays a critical role in creating a welcoming, professional, and patient-centered experience. This position requires a high level of patient interaction, strong customer service skills, and the ability to communicate effectively with patients, families, providers, clinical staff, and leadership. The PSR II supports front office operations through patient check-in and check-out, appointment scheduling, registration updates, insurance verification, referral support, patient messaging, telephone communication, and workqueue management. This role requires accuracy, attention to detail, and the ability to multitask in a fast-paced ambulatory clinic environment while maintaining professionalism and patient confidentiality. The PSR II is expected to help support patient access and clinic flow by identifying scheduling needs, insurance or referral barriers, and opportunities to improve the patient experience. This position also contributes to clinic initiatives and process improvement efforts related to access, registration accuracy, disability/FMLA workflows, referral coordination, and service recovery. As part of the Rancho Cordova Clinic team, the PSR II is expected to demonstrate accountability, adaptability, teamwork, and a positive, engaged approach to supporting patients and colleagues.

Position Information:

Salary or Pay Range: $ 27.31- $33.88

Salary Frequency: Hourly

Salary Grade: 265

UC Job Title: MED OFC SVC CRD 2

UC Job Code: 009213

Number of Positions: 1

Appointment Type: Staff: Career

Percentage of Time: 100

Shift (Work Schedule): 8:00a - 5:00p Monday to Friday, based on operational need

Location: UCDMG Rancho Cordova (PCN132)

Union Representation: EX-Patient Care Technical

Benefits Eligible: Yes

This position is 100% on-site

Benefits:

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC:

High quality and low-cost medical plans to choose from to fit your family's needs

UC pays for Dental and Vision insurance premiums for you and your family

Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement

Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement

Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement

Access to free professional development courses and learning opportunities for personal and professional growth

WorkLife and Wellness programs and resources

On-site Employee Assistance Program including access to free mental health services

Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage

Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles

Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans.

Physical Demands:

Standing