Medical - Medical Assistant / Patient Services Rep

San Diego American Indian Health Center•San Diego, CA

3d•Onsite

About The Position

We are an FQHC community health center dedicated to embodying the values central to American Indian cultures. This includes respect for our patients, acknowledgement of the whole person, and a focus on working together to ensure health for the individual, and therefore the community. We invite persons of all tribes, ethnic backgrounds and walks of life to experience the comprehensive care we deliver and to contribute to the services we provide for children, youth, families, adults, and elders. The Medical Assistant/Patient Services Representative (MA/PSR) dual role is a vital member of the Care Team at the San Diego American Indian Health Center, supporting both clinical and front office functions to ensure the delivery of high-quality, patient-centered care. This position works closely with licensed clinical staff and administrative teams to provide direct patient care, facilitate efficient provider workflows, and maintain seamless patient access to services. As a Medical Assistant, the role includes performing clinical tasks such as rooming patients, taking vitals, preparing patients for exams, assisting with procedures, administering referrals and service authorizations, and supporting timely care coordination. As a Patient Services Representative, the role also manages patient check-in/check-out, registration, scheduling, insurance verification, and clear communication of financial responsibilities. The MA/PSR is responsible for maintaining accurate and updated documentation in the Electronic Health Record (EHR). This hybrid position requires strong interpersonal and organizational skills, as well as the ability to balance patient-facing duties with administrative responsibilities. The MA/PSR must be able to demonstrate the knowledge and competencies necessary to perform all job-related functions as outlined and reports to both clinical and administrative leadership, depending on task assignment.

Requirements

High School Diploma or equivalent (GED).
Medical Assistant Certificate from an accredited institution or equivalent formal training with verifiable documentation.
Current BLS Certification through the American Heart Association an equivalent AHA accredited organization.
Minimum of 2–3 years of relevant experience in a clinical or outpatient healthcare setting, or an equivalent combination of education, training, and experience.
Strong oral and written communication skills, including the ability to speak and write clearly, concisely, and at a level appropriate for the role.
Excellent organizational, time management, and problem-solving skills with keen attention to detail.
Demonstrated ability to maintain confidentiality and accurate records.
Strong interpersonal skills and the ability to effectively interact with individuals from diverse backgrounds in a respectful and culturally sensitive manner aligned with SDAIHC’s mission, vision, and values.
Ability to establish and maintain cooperative and professional working relationships with patients, families, and staff.
Customer service-oriented with the ability to remain composed and responsive in high-volume or stressful situations.
Ability to work both independently and collaboratively as part of a multidisciplinary patient care team.
Proficiency in Microsoft Office Suite and related software programs; knowledge of healthcare systems, electronic health records (EHR), and relevant clinical applications.
Ability to perform basic mathematical calculations related to job duties.
Knowledge of medical terminology, billing and coding regulations, and home health processes including care coordination and clinical protocols.
Ability to follow instructions, adhere to standard operating procedures, and complete tasks with reliability and trustworthiness.
Must pass a written proficiency test and clinical competency checklist during initial orientation.
Demonstrated commitment to continued learning, clinical knowledge development, and adaptability in a changing healthcare environment, including population health concepts and practices.
Clear and legible penmanship and ability to produce well-written, grammatically accurate clinical documentation and reports.
Ability to stand, walk, bend, and reach for extended periods and navigate between clinic areas as needed.
Capability to sit at a workstation and operate a computer for prolonged periods of time.
Ability to lift and carry items weighing up to 35 pounds.
Adequate vision (correctable to 20/40) and hearing (within normal range) to safely interact with patients, staff, and perform telephone communications.
Proficient in reading, writing, speaking, and understanding English to ensure accurate documentation and effective communication.
Strong analytical and organizational skills, including the ability to perform mathematical calculations, prioritize multiple tasks, and remain productive in a fast-paced or high-pressure environment.
Demonstrated ability to supervise or manage multiple responsibilities, follow instructions accurately, and work independently or as part of a team.
Position may involve exposure to communicable diseases, bloodborne pathogens, and bodily fluids; standard precautions must be observed at all times.
Consistently models and promotes SDAIHC’s Mission, Vision, and Core Values through professional conduct, integrity, and dedication to service.
Delivers exceptional customer service in all interactions, building respectful, positive relationships with patients, colleagues, and community partners.
Exemplifies SDAIHC’s Customer Service Standards, including compassion, professionalism, effective communication, positive attitude, accountability, and teamwork.
Actively participates in ongoing customer service and professional development training to support continuous improvement and service excellence.
Serves as a positive ambassador for SDAIHC, reinforcing its reputation as a trusted, patient-centered organization through every encounter.
Actively contributes to SDAIHC’s success by engaging in quality improvement initiatives aligned with HRSA performance measures standards, demonstrating a commitment to excellence in patient care and organizational effectiveness.
Adheres strictly to all SDAIHC policies, procedures, and applicable regulatory requirements, including those set forth by HRSA, FTCA, OSHA, while actively supporting the adoption of new initiatives that enhance service delivery and compliance.
Collaborates with clinic leadership and quality teams to promote a culture of safety, innovation, and accountability through participation in performance improvement projects, compliance audits, and risk management activities.
Maintains full compliance with all OSHA, CDC, and SDAIHC safety regulations, policies, and procedures, consistently prioritizing a safe and compliant work environment.
Strictly adheres to CDC-recommended infection prevention and control practices, including the appropriate use of personal protective equipment (PPE), hand hygiene, and standard precautions during all patient care activities.
Ensures the safety and integrity of the physical environment—equipment, supplies, and workspaces—by adhering to regulatory standards and conducting routine safety checks to support a hazard-free workplace.
Utilizes tools, equipment, and materials in accordance with OSHA safety guidelines, ensuring proper function, handling, and storage to prevent injury and reduce risk.
Promptly identifies and reports unsafe conditions or hazards to designated personnel, ensuring timely corrective actions and documentation in alignment with organizational and regulatory requirements.
Maintains full compliance with the Health Insurance Portability and Accountability Act (HIPAA) and SDAIHC’s Code of Conduct by strictly limiting access to patient, employee, and volunteer information to authorized personnel on a legitimate need-to-know basis.
Protects the confidentiality, privacy, and security of all sensitive information with the highest level of integrity, ensuring trust and accountability across all business operations.
Demonstrates unwavering commitment to corporate compliance and ethical standards by adhering to all applicable federal, state, and organizational regulations, and by promptly reporting any suspected unethical, fraudulent, or illegal behavior through appropriate channels.
Consistently exemplifies professionalism and sound ethical judgment in all communications, decisions, and interactions, reinforcing a culture of integrity and compliance throughout the organization.

Nice To Haves

Experience serving a multinational, multicultural population.
FQHC background.
Familiarity with Community Health Clinics and/or Indian Health Clinics.
ECW EHR.

Responsibilities

Prepares exam rooms and gathers necessary information (e.g., lab and procedural results), equipment, and supplies for patient visits.
Assists providers with procedures, patient examinations, and set-ups. Performs direct patient care, including obtaining vital signs, weights, rooming, administering vaccinations, injections, and other approved tests.
Administers medications per protocol, only after verification of medication and dosage with a licensed professional.
Processes prescription refill requests in accordance with established clinic procedures.
Performs waived testing, including urine dipstick, urine pregnancy tests, blood glucose testing, EKGs, and immunizations as required.
Collects specimens and ensures proper labeling and transport to laboratories following protocol. Supports preventive health maintenance for assigned patient panels.
Promptly and accurately communicates patient concerns, symptoms, or changes to licensed clinical personnel, appropriate to the patient’s age.
Schedules, edits, and maintains provider appointments for new and returning patients using the clinic’s scheduling system.
Maintains clean, safe, and organized exam rooms, hallways, and work areas.
Responds professionally and accurately to inquiries from patients, families, and referring providers. Offers information, referrals, and customer service support.
Serves as a patient advocate, navigator, and liaison for SDAIHC, ensuring coordination of care and support throughout the patient’s interaction with the clinic.
Collects and verifies patient demographic and insurance information, enters data into the system, and assigns medical record numbers as appropriate.
Ensures required insurance verifications and authorizations are completed prior to scheduled provider visits.
Manages and relays patient messages to providers in a timely and accurate manner.
Performs other related duties assigned to support clinic operations.
Warmly greets all patients in a courteous and respectful manner while maintaining a clean, safe, and welcoming reception and lobby area.
Processes new patient registrations per billing and medical records protocols.
Verifies and accurately enters patient demographic and insurance information. Scans require clinical and administrative forms and ensures proper entry of clinical codes and program applications (e.g., CHDP, EWW, FPACT, SFS, RHAP) during check-in.
Completes triage slips for walk-in patients, verifying insurance eligibility, documenting chief complaints, and collecting necessary forms in accordance with department procedures.
Collects payments (co-pays, outstanding balances, time-of-service fees), issues receipts, and ensures fiscal compliance with cash handling procedures.
Schedules follow-up appointments based on provider templates and approved scheduling protocols.
Answers and manages incoming calls, including scheduling, cancellations, and rescheduling of appointments. Ensures prompt return of voicemails and adherence to front desk communication protocols.
Maintains accurate schedule status throughout the day, processes patient check-ins and check-outs, and codes no-shows in line with clinic guidelines.
Performs daily closing duties, including balancing receipts, cash reconciliation, and restocking front desk forms and supplies for the next business day.
Provides rotational front desk coverage for Medical, Dental, and Behavioral Health departments, as needed.
Confirms payer sources, verifies eligibility and benefits, identifies co-pays/deductibles, and processes PCP changes and SFS notifications prior to appointments.
Ensure appointments comply with scheduling guidelines and that PCP assignments are accurate. Forwards HEDIS reports to medical staff and communicates discrepancies.
Reviews EHR and scheduling system (eCW) for outstanding administrative or clinical documentation (e.g., Native verification, photo ID, insurance cards, SFS applications). Requests for paper charts as needed.
Accurately enters and sequences payer sources per billing protocols; verifying that payer data aligns with eligibility information.
Scans and reviews insurance verifications for accuracy and clarity; updates EHR with correct creation dates.
Actively manages appointment availability by contacting patients on the waitlist to fill open slots.
Performs other duties as assigned.