PATIENT RELATIONS REPRESENTATIVE

Salary : $51,630.72 - $69,585.84 Annually

Location : Los Angeles County, CA

Job Type : Full time

Job Number : Y9197E

Department : HEALTH SERVICES

Opening Date : 02 / 27 / 2025

Closing Date : 3 / 13 / 2025 5 : 00 PM Pacific

Max Number of Applicants : 200

Position / Program Information

EXAM NUMBER

Y9197E

TYPE OF RECRUITMENT

We welcome applications from anyone!

APPLICATION FILING PERIOD

Filing will start effective March 4 , 2025, at 12 : 30 p.m. (PT)

Filing will be suspended after the first 200 applications are received or by March 13, 2025, at 5 : 00 p.m. (PT), whichever occurs first.

Applications received after the first 200 or March 13, 2025, at 5 : 00 p.m. (PT) will not be considered.

ABOUT LOS ANGELES COUNTY DEPARTMENT OF HEALTH SERVICES :

The Los Angeles County Department of Health Services (DHS) is the second largest municipal health system in the nation. Through its integrated system of 25 health centers and four hospitals - and expanded network of community partner clinics- DHS annually provides direct care for over 600,000 unique patients, employs over 23,000 staff, and has an annual budget of over $6.9 billion. For additional information regarding DHS please visit

Through academic affiliations with the University of California, Los Angeles (UCLA), the University of Southern California (USC), and the Charles R. Drew University of Medicine and Sciences (CDU), DHS hospitals are training sites for physicians completing their Graduate Medical Education in nearly every medical specialty and subspecialty. In addition, to its direct clinical services, DHS also runs the Emergency Medical Services (EMS) Agency and the County's 911 emergency response system, as well as Housing for Health and the Office of Diversion and Re-entry, each with a critical role in connecting vulnerable populations, including those released from correctional and institutional settings to supportive housing.

MISSION :

To advance the health of our patients and our communities by providing extraordinary care.

DEFINITION :

Performs complex and specialized patient access and patient relations functions and leads lower-level patient resources workers.

Essential Job Functions

What are some of the responsibilities of a Patient Relations Representative?

Assesses and resolves complex patient issues related to primary care linkage, eligibility, billing for services, and managed care plan assignment. Researches errors and patient issues, and takes proper action to satisfy those needs by responding to member questions.

Assists health care plan members in their interaction with medical care providers, administrative personnel, and third-party payers.

Serves as liaison between patients, medical personnel, managed care plans, independent practice associations, insurance companies, case managers, utilization review personnel, and Medi-Cal eligibility workers.

Applies various rules and regulations of Medicare, Medicaid, Managed Care, and commercial payers regarding referrals, authorizations, and certifications.

Assigns, coordinates, and reviews the work of lower-lever personnel in the unit, ensuring proper work methods are followed. Provides technical assistance and training.

Listens, identifies, and recommends health options and services to help meet patients' needs. Obtains demographic, financial and insurance information. Provides forms to patients and completes paperwork for requested services.

Initiates and / or processes applications for a variety of reduced no-cost / low cost programs, such as Ability to Pay, Ryan White / Casewatch, Family Planning Access Care Treatment (Family PACT) program, Uniform Method of Determining Ability to Pay, and Hospital Presumptive Eligibility.

Answers and documents incoming calls from patients or providers or greets walk-in members who have concerns surrounding medical care issues.

Researches grievances with hospital administration, physicians, nurses, and other patient support staff; refers inquiries to appropriate department or clinic for response.

Accesses patient information from a variety of medical plan systems and files for reference purposes and uses computer systems to track and document all complaints and outcomes.

Enrolls, dis-enrolls, or transfers members.

Schedules patient visits by determining the appropriate providers and programs for patients. Ensures timely access to services by actively monitoring and coordinating multiple provider schedules and maintaining appointment templates for clinic providers.

Re-verifies eligibility in the month of the appointment to financially clear patients for appointments, conducts patient outreach by phone and / or mail, explains coverage options to patients, refers the patient to member services as needed, and cancels appointments. Checks-in patient for appointment to explain payment options and obtains signatures and collects and keep records of insurance and patient identification.

Prepares daily, weekly, and monthly patient service and activity reports for management's review.

Performs general office duties, such as answering multiple lines, making appointment reminders, copying, filing, scanning, and faxing.

Requirements

REQUIREMENTS TO QUALIFY

Option I : Two (2) years of experience in the service of the County of Los Angeles as a Patient Resources Worker.

To qualify, applicants must have County status as Patient Resources Worker as evidenced by holding or having held such payroll title for the required time.

Option II : Three (3) years of experience in a healthcare setting at the level of Patient Resources Worker which includes identifying patients' financial resources to pay for medical and / or mental health care and services; and assists patients in making assignments for medical benefits and completes standardized billing forms based upon data acquired with responsibility for performing patient access related work in Emergency Department / Urgent Care registration or other walk-in registration, admitting, financial screening and eligibility verification, and scheduling areas.

Patient Access experience includes but is not limited to experience in Patient Access Coverage Verification & Financial Screening, Emergency Department or Urgent Care Registration and Coverage Verification, Patient Relations (including Empanelment / Primary Care Linkage), and Call Center (for patient scheduling of primary care, specialty care, and diagnostic appointments).

LICENSE

A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

PHYSICAL EXPECTATIONS

Physical Class II - Light : This class includes administrative and clerical positions requiring light physical effort that may include occasional light lifting to a 10-pound limit and some bending, stooping, or squatting. Considerable ambulation may be involved.

DESIRABLE QUALIFICATIONS :

• Additional experience beyond the Minimum Requirements.
• Experience interviewing the public to initiate or complete applications for financial assistance, charity care, or insurance for medical or mental health services.
• Thirty (30) semester units or forty-five (45) quarter units earned in an accredited college or university.

SPECIAL REQUIREMENT INFORMATION

In order to receive credit for the coursework, you must include a legible copy of the official diploma, official transcripts, or official letter from the accredited institution which shows the area of specialization, at the time of filing or within seven (7) calendar days from the date of filing application. Please submit documentation to ainiguez2@dhs.lacounty.gov and indicate your name, the exam name, and the exam number.

We do not accept password-protected documents. Ensure documents are unlocked before attaching to your application or sending to the exam analyst.

WITHHOLD INFORMATION

No withhold will be allowed. Required experience must be fully met at the time of filing and clearly indicated on the application.

ENDORSEMENT OF COUNTY QUALIFICATIONS

OUT-OF-CLASS experience will be accepted.

If you performed work that differs from the duties described in your class specification and you believe qualifies you for this opportunity, please describe the out-of-class duties in detail in the Work Experience and Supplemental Questions sections of their application. We also encourage you to submit any supporting documentation such as out of class / additional responsibility bonuses, verification of experience documents, and performance evaluations in order to assist our review of your qualifications.

Additional Information

OUR ASSESSMENT PROCESS

Examination content :

This examination will consist of an evaluation of experience, desirable qualifications and supplemental questionnaire based upon application information, weighted at 100%.

The passing score for the assessment is 70%.

ELIGIBILTY AND VACANCY INFORMATION :

Applications will be processed as they are received and added to the list accordingly. The list of successful candidates created from this exam will be used to fill vacancies throughout the Department of Health Services as they occur.

AVAILABLE SHIFT :

Appointees may be required to work any shift, including evenings, nights, weekends, and holidays.

APPLICATION AND FILING INFORMATION :

We only accept applications filed online. Applications submitted by U.S. mail, fax, or in person are not accepted. Apply online by clicking on the Apply green button at the top right of this posting. This website can also be used to get application status updates.

Please fill out the application completely. Provide relevant job experience including employer's name and address, job title, beginning and ending dates, number of hours worked per week, and description of work performed.

We may verify information included in the application at any point during the examination and hiring process, including after an appointment has been made. Falsification of information could result in refusal of application or rescission of appointment. Copying verbiage from the Requirements or class specification as your work experience will not be sufficient to demonstrate meeting the requirements. Doing so may result in an incomplete application and may lead to disqualification.

SOCIAL SECURITY NUMBER

Federal law requires that all employed persons have a Social Security Number, so include yours when applying.

COMPUTER AND INTERNET ACCESS AT PUBLIC LIBRARIES

For candidates who may not have regular access to a computer or the internet, applications can be completed on computers at public libraries throughout Los Angeles County. Please refer to their website for updated information

NO SHARING OF USER ID AND PASSWORD

All applicants must file their application using their own user ID and password. Using a family member or friend's user ID and password may erase a candidate's original application record.

FAIR CHANCE INITIATIVE

The County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment. The County will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed. Qualified applicants with arrest or conviction records will be considered for employment in accordance with County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

ANTI-RACISM, DIVERSITY, AND INCLUSION (ARDI)

The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. We are committed to promoting Anti-racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst races. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices.

DEPARTMENT CONTACT :

Andrea Iniguez, Exam Analyst

213) 288-7000

TELETYPE PHONE : 800) 899-4099

CALIFORNIA RELAY SERVICES PHONE :

800) 735-2922

COUNTY OF LOS ANGELES

Employment Information

Any language contained in the job posting supersedes any language contained below.

Your Responsibilities :

1. Completing Your Application :

a. Before submission of the application, it is your responsibility to ensure that all information provided is correct and complete on the application. Incomplete applications cannot be accepted.

b. List each payroll title separately for each job. Do not group your experience. Specify the beginning and ending dates for each job. If you are a Los Angeles County employee and have held multiple positions, do NOT list all of your time with the County under your present payroll title.

c. Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number.

d. To receive credit, include required documents (e.g., copy of your diploma, transcript, certificate, or license) as directed on the job posting. International degrees in a foreign language must be translated to English and evaluated for equivalency to U.S. standards. Refer to the job posting for specific deadlines for supporting documentation.

2. Requirements on Job Posting :

a. Your application will only be accepted if it clearly shows you meet the requirements. The information you give will determine your eligibility and is subject to verification at any time.

b. You must be at least 16 years of age at the time of appointment unless other age limits are stated on the job posting. The Federal Age Discrimination in Employment Act (ADEA) of 1967, as amended, prohibits discrimination on the basis of age for any individual age 40 or older.

c. Experience is evaluated on the basis of a verifiable 40- hour week, unless specified otherwise. Prorated part-time experience may be acceptable.

3. Application Deadline : All job applications must be completed and submitted before the closing time on the last day of the filing period as indicated on the job posting unless other instructions are provided. Job postings with an open continuous filing period are subject to closure without prior notice. It is to your advantage to file your application early and not wait until the last allowable date and time as you will not be able to apply once the filing period has closed.

4. Change of Name or Address : To change personal information such as your name or address, log into your profile on and make the necessary change. This can be done at any time.

5. Equal Employment Opportunity / Non-Discrimination Policy :

a. It is the policy of the County of Los Angeles to provide equal employment opportunity for all qualified persons, regardless of race, color, religion, sex, national origin, age, sexual orientation, disability, or any other characteristic protected by state or federal law. b. If you are an individual requesting reasonable accommodation(s) in the examination process, please contact the testing accommodation coordinator listed on the job posting. The provision of accommodation(s) may be subject to verification, consistent with state and federal law. All accommodation-related information will remain confidential.

Disclaimer : The County of Los Angeles is not responsible or in any way liable for any computer hardware or software malfunction that may affect the employment application or the application selection process.

You assume all responsibility and risk for the use of this system and the Internet generally. This system and the information provided on it are provided on an as is and as available basis without warranties of any kind, either express or implied. No advice or information given by the County of Los Angeles or its respective employees shall modify the foregoing or create any warranty.

The County of Los Angeles expressly disclaims any warranty that the information on this system or on the Internet generally will be uninterruptible or error free or that any information, software or other material accessible from the system is free of viruses or other harmful components. You shall have no recourse against the County of Los Angeles as the system provider for any alleged or actual infringement of any proprietary rights a user may have in anything posted or retrieved on our system.

The County of Los Angeles shall not be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of or in any way connected with the use of this system or with the delay or inability to use it (or any linked sites), or for any information obtained through this system, or otherwise arising out of the use of this system, the Internet generally or on any other basis.

NOTE : Your application is submitted using Secure Encryption to ensure the privacy of all information you transmit over the Internet.

By accepting the Use Disclaimer set forth herein, you agree to all of the above terms and further agree to use this Online Job Employment Application System only for the submission of bona fide employment applications to the County of Los Angeles. Any other use of this Online Job Employment Application System, including without limitation any copying, downloading, translating, decompiling, or reverse engineering of the system, data, or related software, shall be a violation of the Use Disclaimer.

Test Preparation : Study Guides and other resources are available to help candidates prepare for employment tests. An interactive system for taking practice tests may be accessed on the Department of Human Resources website at / . Additional resources may be listed on the job posting.

Veteran's Credit : In all open competitive examinations, a veteran's credit of 10 percent of the total credits specified for such examinations will be added to the final passing grade of an honorably discharged veteran who served in the Armed Forces of the United States under any of the following conditions : During a declared war; -or- During the period April 28, 1952 through July 1, 1955; -or- For more than 180 consecutive days, other than for training, any part of which occurred after January 31, 1955, and before October 15, 1976; -or- During the Gulf War from August 2, 1990 through January 2, 1992; -or- For more than 180 consecutive days, other than for training, any part of which occurred during the period beginning September 11, 2001, and ending on August 31, 2010 the last day of Operation Iraqi Freedom; -or- In a campaign or expedition for which a campaign medal or expeditionary medal has been authorized and awarded. Any Armed Forces Expeditionary medal or campaign badge, including El Salvador, Lebanon, Grenada, Panama, Southwest Asia, Somalia, and Haiti qualifies for credit.

A campaign medal holder or Gulf War veteran who originally enlisted after September 7, 1980 (or began active duty on or after October 14, 1982, and has not previously completed 24 months of continuous active duty) must have served continuously for 24 months or the full period called or ordered to active duty.

This also applies to the spouse of such person who, while engaged in such service was wounded, disabled or crippled and thereby permanently prevented from engaging in any remunerative occupation, and also to the widow or widower of any such person who died or was killed while in such service. A DD214, Certificate of Discharge or Separation from Active Duty, or other official documents issued by the branch of service are required as verification of eligibility for Veterans preference. Applicants must submit the documentation for each open competitive exam to qualify for veteran's credit. More information available at :

Accreditation Information : Accredited institutions are those listed in the publications of regional, national or international accrediting agencies that are accepted by the Department of Human Resources. Publications such as American Universities and Colleges and International Handbook of Universities are acceptable references. Also acceptable, if appropriate, are degrees that have been evaluated and deemed to be equivalent to degrees from United States accredited institutions by an academic credential evaluation agency recognized by The National Association of Credential Evaluation Services or the Association of International Credential Evaluators, Inc. (AICE). More information is available at : and

Background Check : The County of Los Angeles is a Fair Chance employer. Except as otherwise permissible under applicable laws, you will not be asked to provide information about a conviction history unless you receive a conditional offer of employment. The County will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and will also consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). I f asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed.

Career Planning : Resources to help current and prospective employees plan a career with Los Angeles County are available. To explore career paths to and from nearly all job titles, please visit our interactive Career PathFinder application at

Benefit Information : Depending on the position, the successful candidate will enroll in a contributory defined benefit pension plan if the candidate is a new member of the County's defined benefit plan (LACERA) on or after January 1, 2013 (first employed by the County on or after December 1, 2012) - unless she or he established reciprocity with another public retirement system in which she or he was a member before January 1, 2013. It should be noted that County employees do not pay into Social Security, but do pay the Medical Hospital Insurance Tax portion of Social Security at a rate of 1.45%. The Los Angeles County Employees Retirement Association (LACERA) has reciprocal agreements with several public retirement systems in California.

Americans with Disabilities Act of 1990 : All positions are open to qualified men and women. Pursuant to the Americans with Disabilities Act of 1990, persons with disabilities who believe they need reasonable accommodation, or help in order to apply for a position, may contact the ADA / Personnel Services for Disabled Persons Coordinator. Hearing impaired applicants with telephone teletype equipment may leave messages by calling the teletype phone number on the job posting. The County will attempt to meet reasonable accommodation requests whenever possible.

Equal Employment Opportunity : It is the policy of the County of Los Angeles to provide equal employment opportunity for all qualified persons, regardless of race, religion, sex, national origin, age, sexual orientation, disability, or any other characteristic protected by state or federal law. All positions are open to qualified men and women pursuant to the Americans with Disabilities Act of 1990 and the California Fair Employment and Housing Act. The County will comply with all of its obligations under State and Federal laws regarding the provision of reasonable accommodations to applicants.

Los Angeles County Child Support Compliance Program : In an effort to improve compliance with court ordered child, family and spousal support obligations, certain employment and identification information (i.e., name, address, Social Security number and date of hire) is regularly reported to the State Directory of New Hires which may assist in locating persons who owe these obligations. Family Code Section 17512 permits under certain circumstances for additional employment and identifying information to be requested. Applicants will not be disqualified from employment based on this information.

Social Security Act of 2004 : Section 419 (c) of Public Law 108-203, the Social Security Protection Act of 2004, requires State and local government employers to disclose the effect of the Windfall Elimination Provision and the Government Pension Offset Provision to employees hired on or after January 1, 2005, in jobs not covered by Social Security. The County of Los Angeles does not participate in the Social Security System. All newly hired County of Los Angeles employees must sign a statement (Form SSA-1945) prior to the start of employment indicating that they are aware of a possible reduction in their future Social Security benefit entitlement. For more information on Social Security and about each provision, you may visit the website , or call toll free 1-800-772- 1213. Persons who are deaf or hard of hearing may call the TTY number 1-800-325-0778 or contact a local Social Security office.

Employment Eligibility Information : Final appointment is contingent upon verification of U.S. citizenship or the right to work in the United States. Immigration law provides that all persons hired after November 6, 1986, are required to present original documents to the County, within three (3) business days of hiring, which show satisfactory proof of 1) identity and 2) U.S. employment eligibility.

The California Fair Employment and Housing Act (Part 2.8 commencing with Section 12900 of Division 3 of Title 2 of the Government Code) the Regulations of the Fair Employment and Housing Commission (California Code of Regulations, Title 2, Division 4, Sections 7285.0 through 8504) and other applicable laws prohibit employment discrimination based on an applicant's protected characteristics, including race, color, religion, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, sexual orientation, age, pregnancy, childbirth, and other characteristics.

COVID-19 VACCINATION : Some County workforce members may be required to be fully vaccinated against COVID-19. Successful candidates for those positions / classifications may be required to submit proof of vaccination against COVID-19 or request an exemption for qualifying medical or religious reasons during the onboarding process. Candidates should not present proof of vaccination until instructed to do so by the hiring department.

Updated February 2024

For detailed information, please click

GENERAL INFORMATION : This supplemental questionnaire provides you the opportunity to fully and clearly explain your experience that has prepared you for this position. This information will be used to determine the level and scope of your preparation to proficiently perform the duties of this position.INSTRUCTIONS : Complete the supplemental questionnaire by responding to the questions presented. Each response must include the names(s) and address(s) of your employer(s), your job title(s), beginning and ending dates and the functions performed, including a description of your role, level of involvement, independence, and information about the complexity and level of accountability surrounding your experience.Resumes and other unsolicited materials will not be accepted in lieu of entering the requested information in this forum. Comments such as see resume or application will not be considered as a response.Please note that all information is subject to verification at any time in the examination and hiring process. Falsification of any information may result in disqualification or dismissal.

We will send notifications to the email address provided on the application, so it is important that you provide a valid email address. If you choose to unsubscribe or opt out from receiving our emails, it is possible to view notices by logging into governmentjobs.com and checking the profile inbox. It is every applicant's responsibility to take steps to view correspondence, and we will not consider claims of missing notices to be a valid reason for re-scheduling an exam part. Register the below domains as approved senders to prevent email notifications from being filtered as spam / junk mail.

MINIMUM REQUIREMENTS (QUESTIONS 3-7)Do you have at least two (2) years of experience in the service of the County of Los Angeles as a Patient Resources Worker.To qualify, applicants must have County status as Patient Resources Worker as evidenced by holding or having held such payroll title for the required time.

How many years of experience do you have in the service of the County of Los Angeles as a Patient Resources Worker.

Do you have at least three (3) years of experience in a healthcare setting at the level of Patient Resources Worker which includes identifying patients' financial resources to pay for medical and / or mental health care and services; and assists patients in making assignments for medical benefits and completes standardized billing forms based upon data acquired with responsibility for performing patient access related work in Emergency Department / Urgent Care registration or other walk-in registration, admitting, financial screening and eligibility verification, and scheduling areas.Patient Access experience includes but is not limited to experience in Patient Access Coverage Verification & Financial Screening, Emergency Department or Urgent Care Registration and Coverage Verification, Patient Relations (including Empanelment / Primary Care Linkage), and Call Center (for patient scheduling of primary care, specialty care, and diagnostic appointments).

How many years of experience do you have in a healthcare setting at the level of Patient Resources Worker which includes identifying patients' financial resources to pay for medical and / or mental health care and services; and assists patients in making assignments for medical benefits and completes standardized billing forms based upon data acquired with responsibility for performing patient access related work in Emergency Department / Urgent Care registration or other walk-in registration, admitting, financial screening and eligibility verification, and scheduling areas.

If you answered yes to question #5 above.Please provide a detailed description of your experience in a healthcare setting at the level of Patient Resources Worker which includes identifying patients' financial resources to pay for medical and / or mental health care and services; and assists patients in making assignments for medical benefits and completes standardized billing forms based upon data acquired with responsibility for performing patient access related work in Emergency Department / Urgent Care registration or other walk-in registration, admitting, financial screening and eligibility verification, and scheduling areas.NOTE : For each experience listed, please provide the following information : 1. Name and Address of Employer 2. Position / Title Held 3. Date From : (MM / DD / YYYY), Date To : (MM / DD / YYYY) 4. Hours worked per week 5.Describe your duties in detail If you do not have any experience in this area, please type DOES NOT APPLY.

DESIRABLE QUALIFICATIONS (QUESTIONS 8-11)Do you have experience interviewing the public to initiate or complete applications for financial assistance, charity care, or insurance for medical or mental health services?

How many years of experience do you have interviewing the public to initiate or complete applications for financial assistance, charity care, or insurance for medical or mental health services?

If you answered yes to question #8 above.Please provide a detailed description of your experience interviewing the public to initiate or complete applications for financial assistance, charity care, or insurance for medical or mental health services.NOTE : For each experience listed, please provide the following information : 1. Name and Address of Employer 2. Position / Title Held 3. Date From : (MM / DD / YYYY), Date To : (MM / DD / YYYY) 4. Hours worked per week 5.Describe your duties in detail If you do not have any experience in this area, please type DOES NOT APPLY.

Have you completed or earned at least 30 semester units or 45 quarter units in an accredited college or university?In order to receive credit, you must include a legible copy of the official diploma, official transcripts, or official letter from the accredited institution. Submit proof by uploading the required document(s) as attachments at the time of filing or send by e-mail to ainiguez2@dhs.lacounty.gov within seven (7) calendar days from application submission.

Required Question

Salary : $51,631 - $69,586