Patient Service Representative

Del Puerto Health Care District•Patterson, CA

2d•Onsite

About The Position

The Patient Services Representative is bilingual in English and Spanish and serves as a vital member of the front office team. This role supports patient access to care by rotating either monthly every 30 days or as operationally needed through three primary services areas: check-in, check-out, and the phone room. In the phone room, the representative professionally answers incoming calls, screens them based on the urgency of medical symptoms and patient history, and schedules appointments as appropriate. At check-in and check-out, they ensure smooth patient flow by completing registration, verifying insurance, collecting payments, and scheduling follow-up appointments. This position provides essential clerical and customer service support in alignment with established policies, procedures, and healthcare regulations. Representing the core values of Compassion, Commitment, and Excellence, the Patient Services Representative serves as a welcoming and dependable first point of contact for the community and upholds the mission of Del Puerto Health Center.

Requirements

Bilingual English/Spanish required, written and oral.
Ability to read and interpret documents operating and/or maintenance instructions, and procedure manuals.
Active (CPR) certification or able to become CPR certified within 60-days of hire
High School Diploma or GED
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.
Must be willing to become language certified within 90 days of employment.

Nice To Haves

Minimum 1-year medical office experience

Responsibilities

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.
Review all provider schedules one week in advance to ensure accuracy and identify any booking errors. This includes verifying that there are no unapproved double or triple bookings.
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.
Using the EHR system, check patients in ensuring all information is accurately entered and updated.
Verify patient identity and confirm necessary consents, ensuring compliance with privacy and legal requirements.
Collect patient copays and 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, assist 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.
Scan and upload all incoming forms & copies of patient insurance cards into the EHR before the end of each shift.