Patient Services Representative

For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons. FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy. Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management. The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region. Job Roles Effectively manage the patient check-in and check-out process from start to finish to include identification verification, update or confirm demographic and insurance information, and ensure appropriate forms are provided and completed accurately. Collect specified co-pays and payments from patients per coverage specifications, and from self-pay patients. Screen for eligibility and financial assistance. Follow policies and procedures in collecting and handling cash. Ensure patient information is placed into the Electronic Health Record accurately and in a timely manner. Confirm, request, and process referrals and authorizations for specialty services. Contact patients to schedule appointments and make reminder/recall notifications. Respond to customer billing and payment inquiries on an as needed basis. May escalate billing issues as needed. Regularly display a proactive approach to customer service by listening to the patient, taking ownership of solutions, and is able to accurately identify customer needs through involvement of leadership in resolving concerns. Perform general clerical duties, i.e., scanning information, tracking data, receiving and sorting correspondence and packages in an accurate and efficient manner. Perform other duties as assigned. Education/Certifications/Licenses/Registrations High School diploma or GED equivalent required. Medical Assistant certification, C-NA certification, or Medical Terminology course preferred. Experience/Specialized skills (including Language) 1 – 3 years of experience related to administrative/clerical support, or customer service required. Experience in a healthcare environment preferred. Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment. Ability to work both in a team-based environment and independently. Sound computer literacy to use a computer system to enter information, manage and schedule appointments, and access electronic medical record information. Knowledge of cashiering functions with the ability to record payments and cash received. Good written and verbal communication skills to include interpersonal skills with the ability to communicate effectively with a patient base of varying levels of socio-economic and cultural diversity. Possess a basic understanding of medical terminology and procedures preferred. Ability to maintain confidentiality. Ability to listen well in devoting attention to patients and medical professionals. Bilingual in English/Spanish preferred. Ability to be flexible in recognizing and responding appropriately to changing priorities and situations. Physical Requirements/Working Environment Bending (neck): FREQUENTLY (3 - 6 HRS) Bending (waist): RARELY (0-1 HRS) Carrying 0 - 10 lbs: CONSTANTLY (6+ HRS) Carrying 11 - 25 lbs: RARELY (0-1 HRS) Carrying 25 - 50 lbs: NEVER Carrying 51 - 75 lbs: NEVER Carrying 75 lbs: NEVER Climbing (ladder): RARELY (0-1 HRS) Climbing (stairs): RARELY (0-1 HRS) Driving: To drive from one clinic or another, or in the community: NEVER Exposure to blood borne pathogens and biohazards: YES Exposure to dust, gas, fumes, or chemicals: Office equipment Fine manipulation: FREQUENTLY (3 - 6 HRS) Kneeling: RARELY (0-1 HRS) Lifting 0 - 10 lbs: CONSTANTLY (6+ HRS) Lifting 11 - 25 lbs: RARELY (0-1 HRS) Power Grasping: NEVER Pulling 0 - 10 lbs: CONSTANTLY (6+ HRS) Pulling 11 - 25 lbs: RARELY (0-1 HRS) Pulling 25 - 50 lbs: NEVER Pulling 51 - 75 lbs: NEVER Pulling over 75 lbs: NEVER Pushing 0 - 10 lbs: CONSTANTLY (6+ HRS) Pushing 11 - 25 lbs: RARELY (0-1 HRS) Pushing 25 - 50 lbs: NEVER Pushing 51 - 75 lbs: NEVER Pushing over 75 lbs: NEVER Reaching (above shoulder level): FREQUENTLY (3 - 6 HRS) Reaching (below shoulder level): FREQUENTLY (3 - 6 HRS) Repetitive use of hand: CONSTANTLY (6+ HRS) Simple Grasping: FREQUENTLY (3 - 6 HRS) Sitting: CONSTANTLY (6+ HRS) Standing: FREQUENTLY (3 - 6 HRS) Twisting: CONSTANTLY (6+ HRS) Use of Personal Protective Equipment: NO Walking: FREQUENTLY (3 - 6 HRS) Working around equipment and machinery: Office equipment Ages of Patients Served: ALL AGES We are excited to share that the salary range for this position is: $25.00 - $29.12 Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net) FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training. About Us Founded in 1970, Family Health Centers of San Diego is dedicated to providing caring, affordable, high-quality health care and support services to all people, with a special commitment to the uninsured, low-income and medically underserved. We are the largest community clinic provider of health care to the uninsured in Southern California and one of the top 10 largest community clinic organizations in the country. Anti-Discrimination Statement Family Health Centers of San Diego complies with applicable Federal civil rights laws and does not discriminate, exclude people or treat them differently on the basis of race, color, national origin, religion, physical and mental disability, sex, including pregnancy, childbirth and related medical conditions, age, genetic information, language preference/ability, citizenship status, marital status, sexual orientation and gender identity, AIDS/HIV, medical condition, political activities or affiliations, military or veteran status, or status as a victim of domestic violence, assault, or stalking.