Patient Services Representative

Patient Services Representative

At DAP Health, we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider, we deliver compassionate, high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health, wellness programs, and beyond, with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate, innovative organization dedicated to making a meaningful impact in the lives of those we serve. If you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission.

The Patient Services Representative Floater plays a key role in providing exceptional customer service to patients and ensuring they have a positive experience during their visit. In addition, this position also requires traveling between sites and other locations as needed. The Patient Services Representative Floater will fill in and support other clinics on an as needed basis to cover time off, training, or as directed.

• Greet and assist everyone who walks in the door with eye contact and a smile, ensuring everyone feels welcome and cared for
• Register new patients and patients who have fallen out of care either in person or over the phone
• Gather all documents required for new patient registration, ensuring accurate patient demographics and guarantor information at every patient visit
• Identify patients who require program assistance and schedule patients with Care Coordinator Specialist for assessment and program enrollment
• Answer incoming calls within 3-4 rings and make patient calls in a courteous and professional manner
• Return voicemails by the end of the next business day
• Schedule patient follow-up appointments, confirm upcoming appointments, and reschedule as indicated
• Ensure that appropriate insurance is selected for services rendered for the date of the scheduled visit
• Check patients in and out for scheduled or walk-in appointments
• Ensure patients are empaneled according to provider of record and keep up to date with the provider's panel management
• Assist and encourage patients with signing up for MyChart
• Answer MyChart patient messages related to registration and/or appointment scheduling
• Assist patients using tablets or other devices to obtain demographic information required to establish electronic record as needed
• Run, review, and demonstrate understanding of insurance eligibility
• Scan all information pertaining to registration into EHR
• Monitor and respond to website inquiries requesting new patient information
• Collect and turn in Release of Information (ROI) to HIM department
• Collect applicable co-pays and outstanding balances at time of check in
• Keep track of daily incoming documentation for providers
• Follow up on no-shows and send out no-show letter as stated on no-show workflows
• Advise Case Manager or EIS Worker when patients indicate need for linkage to internal/external resources (when applicable)
• Keep supervisor informed of office equipment upkeep/maintenance
• Complete appointment confirmation calls for unconfirmed patients 24 hours prior
• Perform other duties as assigned

Required Skills/Abilities

• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant
• Proficiency in MS Office applications
• Computer expertise in database input
• Effective communication skills, both written and oral
• Excellent customer service skills
• Bilingual in Spanish/English, preferred

Education and Experience

• At least 1 year of experience in medical front office operations preferred – including but not limited to registration process, use of medical terminology, medical insurance, and referral authorizations
• Previous experience working with Electronic Health Records preferred
• Current BLS certification obtained through the American Heart Association or American Red Cross

Working Conditions/Physical Requirements

• This position has a home base at a DAP Health clinic location
• Ability to lift 24 pounds
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversations
• Ability to travel to sites around San Diego County, to include Escondido and Borrego Springs as needed. Mileage reimbursement provided per company policy.
• Requires current and valid driver's license and current personal auto insurance as well reliable transportation and a clean driving record