Patient Service Representative

Reports To:  Health Center Assistant Manager

Job Summary:

The Patient Services Representative is bilingual in English and Spanish, with primary responsibility for professionally answering phones and triaging calls based on the urgency of medical symptoms and history. Occasionally, they assist at the front desk, performing clerical tasks related to patient visits. They are a key contributor to the healthcare environment, supporting the Front Office and Health Center management team in accordance with established policies, procedures, and relevant regulations. Upholding the District’s core values of Compassion, Commitment, and Excellence, they consistently represent the principles and mission of Del Puerto Health Center, serving as a crucial first point of contact for patients.

Assigned Area Responsibilities  

The Patient Services Representative will be required to perform all specific duties for the assigned area. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

Telephone:

• Maintain a positive and welcoming attitude while assisting patients in accessing healthcare and addressing any barriers they may face.
• Greet patients warmly to create a positive first impression and set the tone for their overall experience.
• Schedule, confirm, and manage appointments for multiple providers, ensuring efficient coordination of the patient schedule.
• Follow up on cancellations and no-shows, actively working to reschedule as needed to maintain continuity of care.
• Screen and manage incoming calls, taking detailed messages that include key information such as the patient’s name, date of birth, phone number, pharmacy, and medications, before routing them to clinical staff or providers.
• Verify patient insurance eligibility, providing assistance to patients in understanding and confirming their coverage.
• Assist with front desk duties as needed, ensuring smooth day-to-day operations, including patient check-in and general inquiries.
• Support office staff with administrative tasks such as filing, data entry, and record-keeping in alignment with clinic procedures.

FRONT DESK

• Maintain a positive and professional attitude while assisting patients in accessing healthcare services and overcoming any barriers.
• Greet and welcome patients, creating a friendly and supportive atmosphere to enhance their overall experience.
• Check patients in using the EHR system, ensuring all information is accurately entered and updated.
• Verify patient identity and confirm necessary consents, ensuring compliance with privacy and legal requirements.
• Collect copays and patient payments, handling transactions accurately and maintaining confidentiality.
• Be Familiarized with our Patient Assistance Programs keep up to date with any policy updates & know how to collect the correct information from our patients.
• Schedule, confirm, and manage appointments for multiple providers, ensuring smooth coordination of the clinic’s schedule.
• Follow up on appointment cancellations and no-shows, actively rescheduling to support continuity of care.
• Verify insurance eligibility, assisting patients with understanding their coverage and guiding them through the verification process.
• Assist with front desk operations, such as answering calls, directing patient inquiries, and providing general office support.
• Maintain the reception area, ensuring it is clean, organized, and welcoming for all visitors.
• Handle patient documentation, such as updating records, processing forms, and ensuring proper filing according to clinic protocols

 ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exhibit professionalism in all interactions with patients, families, providers, office staff, community members, and external agencies.

• Request office supplies as needed to ensure your area is properly stocked.
• Participate in general and medical staff meetings to stay informed and contribute to team discussions.
• Maintain cleanliness and organization of your assigned office area, ensuring a tidy and efficient workspace.
• Handle confidential and protected health information (PHI) with discretion, adhering to HIPAA guidelines and maintaining strict confidentiality.
• Utilize Microsoft Office Suite and electronic medical records proficiently to perform job duties efficiently.
• Record patients’ medical history and accurately document their medical information in the Electronic Health Record (EHR) system.
• Update and scan patient medical records, ensuring accuracy and timely filing in the EHR.
• Consistently apply "Universal Precautions" to maintain a safe and hygienic environment for staff and patients.
• Work effectively with ethnically diverse populations, demonstrating cultural sensitivity and awareness.
• Perform additional clerical tasks as assigned by the Health Center management team, ensuring smooth operations.

EDUCATION

• High School Diploma or GED

CERTIFICATION

• Active (CPR) certification or able to become CPR certified within 30-days of hire

EXPERIENCE

• Minimum 1-year medical office experience, preferred

LANGUAGE

• Required Bilingual English/Spanish

OTHER SKILLS and ABILITIES:

• Fluent in speaking, reading, and writing English, with the ability to accurately record information in English.
• Exceptional customer service skills, demonstrating sensitivity and respect for patient rights.
• Strong communication abilities, including intermediate to advanced phone etiquette.
• Highly organized, with excellent time management and attention to detail.
• Knowledge of medical terminology and familiarity with standard medical office procedures, including computerized billing and accounts payable systems.
• Proficient in operating office equipment, such as copiers, fax machines, adding machines, scanners, and computers.
• Capable of multitasking and performing effectively in a high-pressure, fast-paced environment, using sound decision-making skills.
• Flexible and adaptable, willing to work on an as-needed basis to meet the operational demands of the health center.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, climb, or balance, stoop or crouch.

The employee may occasionally lift and/or move up to 40 pounds and push up to 100 pounds on wheels.  Specific vision abilities required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.  (See complete “Physical Requirements” attached).

WORK ENVIRONMENT:

The business office work environment characteristics described here are representative of those they encounter while performing the essential functions of this job. 

RISK EXPOSURE CATEGORY I: Risk of exposure to blood/body fluids, based on Health Clinic location

DISCLAIMER:

This job description indicates the critical features as described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The incumbent may be asked to perform other duties as assigned.

ADDITIONAL INFORMATION:

All your information will be kept confidential according to EEO guidelines. Del Puerto Health Care District is an Equal Opportunity Employer – Minorities, Females, Veterans and individuals with disabilities are encouraged to apply. Del Puerto Health Care District participates in E-Verify during the hire process at its location for all new employees.

Salary : $18 - $25