Lead, Patient Services Representative

SAC Health • San Bernardino, CA

11d • $25 - $30 • Onsite

About The Position

The Lead, Patient Services Representative oversees Patient Services Representatives and provides general direction to Patient Registration staff in Outpatient Registration. The role supports prompt, courteous patient service and the day-to-day operation of the Front Business Office, including patient check-in and flow, record availability, insurance verification, financial qualification for discount programs, and resolution of patient issues. The Lead assists the manager with protocol changes and staff development, conducts quality assurance audits, and plans and delivers training for new and established employees.

The position also performs patient registration and appointment-related work. Duties include keeping patient records and electronic health record information accurate, verifying coverage and authorizations or referrals, collecting and reconciling payments, explaining clinic fees and payment programs, and screening patients for sliding fee discounts using federal poverty guidelines. The Lead helps coordinate appointments and walk-ins, supports outreach to increase access to services, and assists with oversight of Patient Services Representatives in Behavioral Health Departments.

The role requires professional, empathetic, culturally competent service and careful handling of confidential health information in accordance with HIPAA and organizational policies. The Lead works collaboratively in a teaching health center with rotating doctors, residents, interns, staff, patients, and families. The schedule is five days per week, eight hours per day: Monday–Thursday, 8:00 a.m.–5:00 p.m. with a one-hour break, and Friday, 8:00 a.m.–4:30 p.m. with a 30-minute break. The position is based at the SBC Clinic in San Bernardino, California, and must be able to work at other locations as needed, with flexible hours according to clinic needs.

Requirements

• High school diploma or equivalent.
• Six months of experience as a Patient Service Representative (PSR), with proven leadership skills.
• Working knowledge of insurance verification and eligibility programs, including Medi-Cal, Medicare, and sliding fee programs.
• Excellent customer service, general office, and healthcare-related training experience.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Ability to use widely supported internet browsers, electronic health records, and other databases; telephone skills and computer competency.
• Thorough knowledge of healthcare information systems and electronic health records.
• Excellent interpersonal and organizational skills, with the ability to receive and communicate detailed information orally and in writing.
• Demonstrated leadership abilities and ability to create and maintain a cohesive team environment.
• Ability to problem-solve, think critically, and assist with escalated issues.
• Ability to handle sensitive and confidential information with discretion and follow privacy requirements and organizational policies.
• Ability and willingness to work at all locations as needed and to have flexible work hours according to clinic needs.
• Must obtain EPIC certification for the module assigned to the position.
• Must be legally authorized to work in the United States full time and must not now or in the future require employment visa sponsorship.

Nice To Haves

• One year of PSR experience.
• Lead or supervisory experience.
• Knowledge of medical terminology.
• Experience with EPIC.
• Bilingual English/Spanish.

Responsibilities

• Oversee Patient Services Representatives and provide direction to Outpatient Registration staff to support prompt, courteous patient services.
• Assist with patient flow, check-in, record availability, insurance verification, financial qualification for discount programs, and resolution of patient issues.
• Complete quality assurance audits for Patient Services Representatives and respond to emails in a timely and respectful manner.
• Assist the manager in reviewing and implementing departmental protocol changes and identifying opportunities to improve staff training and performance.
• Plan, organize, and deliver training for new and established employees.
• Maintain professionalism, empathy, confidentiality, and excellent oral and written communication in interactions with patients, families, staff, and providers.
• Set priorities and strategies to complete daily work promptly and accurately, including electronic communications.
• Register patients, verify and update records and demographic information, make appropriate computer and electronic health record changes, and track patient flow according to procedures.
• Verify insurance eligibility and coverage, check authorizations and referrals, and identify the appropriate program or payer source for each patient.
• Collect payments and co-pays, obtain credit card transaction authorizations, apply payments and adjustments, and reconcile daily reports according to policy.
• Count and balance daily cash and credit card collections, print closing reports, complete cash envelopes, and submit them to a supervisor by the end of each business day.
• Ensure patients complete required forms, obtain necessary signatures, and have registration information entered accurately.
• Explain clinic fees and payment programs to patients, interview patients for sliding fee scales, provide applications, screen patients, and determine discounts using federal poverty guidelines.
• Schedule, confirm, and cancel appointments; coordinate walk-in patients; reschedule cancellations; and coordinate with clinic leadership to support appointment utilization and productivity standards.
• Protect confidential personal health information and follow HIPAA expectations, computer privacy practices, and SAC Health policies.
• Support the collection of Uniform Data System and federal poverty level information required of the health center.
• Work at other locations as needed and adjust work hours according to clinic needs.
• Conduct outreach activities to help increase access to services for the patient population.
• Assist in overseeing Patient Services Representatives serving Behavioral Health Departments.
• Support SAC Health’s mission, vision, values, policies, and a culture of compassionate service, customer focus, and accountability.
• Perform other duties as assigned by department leadership.

Benefits

• Industry-leading PTO accrual, accrued per pay period.
• Sick leave.
• Paid holidays.
• Paid jury duty and bereavement leave.
• SAC Health covers approximately 85% of team member health premium costs, which may vary by benefit plan selection.
• Retirement plan with up to an 8% employer contribution.
• Continuing education and learning benefits.
• Annual mission trip.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED