Patient Services Specialist (Bilingual)

Patient Services Specialist

The Mission Neighborhood Health Center (MNHC) is a non-profit, multi-site community health organization offering comprehensive health services in the Mission and Excelsior Districts of San Francisco. The center offers primary health care services, adult medicine, pediatrics, family planning, OB/GYN, HIV and homeless services. We advocate for health equity and deliver innovative, high-quality services responsive to the neighborhoods and diverse communities we serve.

We are currently looking for qualified candidates for our Patient Services Specialist role for our optometry office. This position reports to the Patient Services Manager and is a Regular, Full Time, Non-Exempt role with a starting hourly rate of $24.82 with full benefits.

Primary Objective:

The Patient Services Specialist is responsible for providing outstanding customer services to patients and their families. The Patient Service Specialist performs clerical functions relating to receiving and guiding patients in the reception area. This position is responsible for making clinical appointments and registration appointments for new and existing patients and their families. This position will also provide information about various state and county programs to the patients and their families and assist eligible individuals on the application process for these programs. The Patient Service Specialist is also responsible for updating established patient registration information including financial status, serving as cashier, and phone operator, and medical eligibility worker.

Essential Functions / Responsibilities

• Provides exemplary customer service; answers the telephone in a timely and polite manner; treats patients and coworkers with courtesy and discretion. Greets and directs patients, salespeople, and visitors to the right department.
• Interviews new patients to secure demographic information, registers individuals and families as MNHC patients; logs patient information into the computer, and initiates the medical record.
• Renews and updates established individual and family registration records as required by verifying that the patient's record is up to date and accurate.
• Acts as a cashier: determines the amount of payment as per protocol, collects payments, and maintains appropriate collection documentation.
• Completes applications for health insurance coverage such as CHDP, Family Planning, Cancer Detection Program, Healthy San Francisco, or PCP changes for the SFHP accurately. Updates insurance plans as needed.
• Checks insurance eligibility prior to every appointment using MNHC's eligibility tool, makes necessary updates, and contacts patients to inform them of any issues.
• Monitors and schedules appointments for MNHC patients over the phone and in person.
• Acts as phone operator, distributes, and dispatches all in-coming and out-going mail.
• Other duties as assigned.

Core Competencies

• Responds to request for service in a timely and thorough manner.
• Does what is necessary to ensure customer satisfaction.
• Prioritizes customer needs and follows up to evaluate customer satisfaction.

Customer Service

• Strives to understand the needs of patients/clients.
• Treats all patients/clients with dignity, respect, and demonstrate appreciation of cultural differences.

Attention to Detail

• Is alert in a high-risk environment.
• Follows detailed procedures and ensures accuracy in documentation and data.
• Carefully monitors equipment, instruments or processes.
• Concentrates on routine work details.
• Organizes and maintains a system of records.

Quality of Work

• Maintains high standards despite pressing deadlines.
• Does work right the first time, correcting own errors.
• Regularly produces accurate, thorough, professional work.

Teamwork

• Promotes team effort in all activities and uses a team approach to problem-solving.
• Understands and embraces the mission and strategic initiatives of the institution.

Reliability

• Personally responsible, completes work in a timely and consistent manner.
• Regularly present and punctual. Arrives prepared for work.
• Committed to doing the job possible, keeps commitments.

Minimum Qualifications

• High School diploma or equivalent.
• Bilingual in English and Spanish.
• Ability to communicate effectively with the public.
• Effective written and verbal communication skills.
• Ability to work effectively as a team player and with people of all backgrounds and at all levels.
• Uphold ethical standards and practices, as well as department and organizational policies and procedures.

Preferred Qualifications

• Knowledge of medical terminology.
• Proficiency in computer data entry, information retrieval and Microsoft Word.
• Familiarity with third-party reimbursement programs.
• Epic EHR experience.

To learn more about our organization, please visit our website at We offer a full range of benefits which includes the following:

• Annual 4% COLA increase
• 401(k) retirement savings plan includes a company contribution
• Vacation: 2 weeks annually
• Paid educational leave: 40 hours annually
• Medical insurance: zero out-of-pocket expense
• Dental and vision insurance provided at no cost to the employee
• Life insurance includes a free basic policy with an optional voluntary plan
• Paid time off includes 12 paid holidays, a birthday holiday, two floating holidays and 12 sick days per year
• Flexible spending accounts for health and dependent care expenses
• Commuter benefits

As a condition of employment, all candidates are required to provide documentation of current immunizations, including COVID-19 and TB test results valid within the last two (2) years must be submitted before the start date, as well as MMR immunization. Failure to provide this documentation may result in a delayed start or withdrawal of the job offer. Mission Neighborhood Health Center is an Equal Employment Opportunity employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.

Mission Neighborhood Health Center