Patient Services Lead

San Ysidro Health•Escondido, CA

3d•$32 - $41

About The Position

The Patient Services Lead directs and coordinates front-office work activities at San Ysidro Health, including functions related to X-rays, Behavioral Health, Laboratory, and Chiropractic. The role answers telephones; greets, assists, and directs visitors, patients, and callers; guides, screens, and registers new patients; and helps patients obtain services and understand funding eligibility and patient-access processes. The lead supports front-office operations and patient flow, maintains service and productivity standards, trains and provides guidance to Patient Service Representatives (PSRs), reviews co-pay analyses, and conducts customer-service audits. The position also assesses and collects patient financial responsibility, documents funding information, accesses insurance eligibility resources, and administers the Sliding Fee Discounts Program. The PSR Lead and PSRs proactively contact patients to fill new providers’ schedules.

Requirements

Two years of experience in a medical setting, preferably in front-desk or reception work.
High school diploma or GED equivalent.
Excellent oral and written communication skills.
Ability to provide accurate and tactful verbal explanations.
May be required to lift approximately 25 pounds.
Pre-employment requirements include I-9, physical, positive background and reference check results, completed application, new-hire orientation, and pre-employment PPDs.
Compliance with all mandated vaccinations and boosters is a term and condition of employment.

Nice To Haves

Experience in a medical setting, preferably front desk or reception.

Responsibilities

Assist with front-office duties, including patient registration, appointments, and check-in.
Maintain PSR productivity and service quality at or above satisfactory levels.
Communicate directly with PSRs, review daily and monthly co-pay analyses with staff, and reduce claim denials to San Ysidro Health standards.
Train new and existing PSRs and provide technical updates and guidance to maintain quality measures.
Conduct monthly customer-service audits and provide constructive feedback to PSRs.
Prepare requested reports using information from a variety of sources, including monthly SFD audit reports, in a timely manner.
Work with Nursing, Medical Records, and the Provider Schedule Coordinator to support smooth patient-flow transitions.
Assist with care and maintenance of department equipment and supplies.
Review employees’ approved vacation schedules to ensure appropriate coverage.
Assist staff with technical or patient questions.
Assess patient financial responsibility and collect co-pays and deductibles at check-in.
Obtain and document patient funding information and explain available funding resources.
Use payer resources and websites to check eligibility and initiate referrals for insurance programs, including Medi-Cal, Medicare, managed care, and commercial insurance.
Administer and determine patient eligibility for the Sliding Fee Discounts Program.
Work with PSRs to proactively contact patients and build new providers’ patient panels so provider schedules are filled weekly.
Maintain departmental policies, procedures, objectives, quality assurance, safety, environmental, and infection-control standards.
Participate in educational programs, review current literature, and attend in-service meetings and workshops to support professional development.
Attend required meetings and participate in committees as directed.
Prioritize workload and manage time effectively on a daily basis.
Perform other related duties as assigned or requested.