Patient Services Representative II, Cosmetic & Plastic Surgery

Patient Services Representative

Organization: PAMF-Palo Alto Medical Foundation PAD

Position Overview: As the first point of contact for our patients, the Patient Services Representative serves as the welcoming face of the Plastic and Reconstructive Surgery practice, creating a positive, personalized, and memorable experience from the moment a patient arrives. This role is responsible for delivering exceptional customer service and personalized care, ensuring every patient feels valued, respected, supported, and genuinely cared for throughout their healthcare journey. Responsibilities include greeting and checking in patients, scheduling appointments, verifying demographic and insurance information, updating electronic health records (EHR), facilitating intake processes, and collecting payments. Through warmth, empathy, professionalism, and outstanding communication, this individual builds trust and confidence with patients, families, providers, and colleagues while maintaining the highest standards of privacy, integrity, and service excellence.

The ideal candidate is a dependable team player who thrives in a collaborative environment, communicates effectively, demonstrates integrity in all interactions, and is committed to providing an exceptional patient experience. This individual serves as a helpful resource to both patients and colleagues and willingly supports the needs of the department to ensure seamless operations and outstanding patient care. Duties and responsibilities may extend beyond those specifically listed and may be assigned based on departmental and operational needs. Flexibility is essential, as schedules and assignments may vary to support patient access, clinic operations, and staffing needs. The successful candidate embraces change, maintains a positive attitude, and is willing to assist wherever needed to support patients, providers, and fellow team members. This position may occasionally require travel between practice locations, including coverage at the San Mateo Plastic Surgery clinic, to support staffing needs, maintain continuity of operations, and ensure an exceptional patient experience across the department.

What We're Looking For: Passion for delivering exceptional customer service and personalized patient care; Warm, welcoming, and professional demeanor; Excellent communication and interpersonal skills; Dependable, reliable, and accountable; Strong integrity and commitment to doing the right thing; Flexible and adaptable in a dynamic healthcare environment; Collaborative team player with a willingness to help wherever needed; Ability to build trust and create meaningful patient connections; Commitment to excellence, professionalism, and patient satisfaction; Willingness to support multiple clinic locations as operational needs arise

Schedule: 8-hour shifts, Monday - Friday between 7:30am - 5:30pm, weekends as needed (subject to change); Travel: Occasional travel between Los Altos and San Mateo clinic locations

Job Description:

EDUCATION

• Equivalent experience will be accepted in lieu of the required degree or diploma.
• HS Diploma or equivalent education/experience

TYPICAL EXPERIENCE:

• 1 year of recent relevant experience.

SKILLS AND KNOWLEDGE

• Basic knowledge of insurance policies and procedures, as well as patient billing.
• Ability to interpret a variety of data and instructions, furnished in written, oral, diagram, or schedule form.
• Possess written and verbal communications skills to communicate with fellow team members, supervisors, patients, and other hospital personnel.
• Well-developed time management and organizational skills, including the ability to prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines.
• General knowledge of computer applications, such as Microsoft Office Suite (Word, Excel and Outlook).
• Prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines.
• Work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions.
• Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.
• Ensure the privacy of each patient's Protected Health Information (PHI).
• Build collaborate relationships with peers and other staff members to achieve departmental and corporate objectives.

PREFERRED EXPERIENCE:

• Experience in Plastic and Reconstructive Surgery or Cosmetic Plastic Surgery settings strongly preferred.

Schedule: 8-hour shifts, Monday - Friday, 8am -5pm (subject to change) Primarily located in Los Altos, travel to San Mateo as needed.

Job Shift: Days

Schedule: Full Time

Shift Hours: 8

Days of the Week: Friday, Monday, Thursday, Tuesday, Wednesday

Weekend Requirements: None

Benefits: Yes

Unions: No

Position Status: Non-Exempt

Weekly Hours: 40

Employee Status: Regular

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $32.16 to $45.02 / hour

The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to a candidate's experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health's comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.