Patient Services Rep

Job Summary and Responsibilities As our Patient Services Representative, you will be the first point of phone customer service contact for our patients, physicians and other clinic staff. This position is represented by the SEIU-UHW. Every day, you will provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text. You will perform duties such as collecting and updating demographics, verifying insurance information and health plan eligibility, taking complete and accurate messages, scheduling mutually acceptable appointment times using an electronic appointment management system, electronic health record, and contact center systems, and assisting with referrals and authorizations. To be successful in this role, you will have an enthusiasm to help others, an innate ability to solve complex problems, and a desire for continuous growth and improvement. Responsibilities Schedule and register patient appointments and provide information for requests (e.g., addresses, directions, phone numbers, hours of operation). Process all phone, fax, email, and other communication channel requests with emphasis on efficiency and accuracy. Assist new members with introductions to available services and explain processes and provider availability. Update patients on the status of referrals or authorizations. Answer, screen, and process a high volume of incoming calls in a professional manner. Utilize and adhere to a phone script, clinical decision trees, and scheduling criteria following department guidelines. Communicate complex exam preparation instructions clearly and courteously. Send accurate and complete communication to physicians or other healthcare providers. Determine the reason for the call and focus on first call resolution, referring to RN, physician, supervisor, or content expert as needed. Escalate matters to a supervisor when necessary and guide team members from the correct process. Maintain control of the call by de‑escalating issues and instilling confidence in resolution. Provide a high level of customer service in a professional, respectful manner, using active listening and problem‑solving skills. Contribute proactively to organizational excellence by improving patient experience, minimizing unnecessary steps, keeping workspaces clean, maintaining a professional appearance, and floating to support others. Qualifications High School Graduate or GED. Minimum of 6 months experience scheduling patient appointments, either in-person or via phone. Experience with computer systems, including office Windows‑based programs and web‑based applications. Preferred One year of higher education or some college. Where You'll Work Dignity Health Medical Foundation, established in 1993, operates as a California nonprofit public benefit corporation with care centers throughout California. It is affiliated with Dignity Health – one of the largest health systems in the nation – with hospitals and care centers in California, Arizona, and Nevada. Dignity Health Medical Foundation focuses on providing comprehensive health care services while fostering a purposeful work environment that encourages growth and excellence. Pay Range $25.23 – $28.46 per hour #J-18808-Ljbffr