Patient Services Rep I

University Healthcare Alliance•Mountain View, CA

About The Position

The Patient Services Rep I works under general supervision as part of the care team, performing clerical and patient-care support duties for practitioners and other healthcare team members. This entry-level role involves greeting and registering patients, verifying insurance coverage and eligibility, scheduling appointments, and managing telephone communications. A designated trainee works under close supervision and may need mentor sign-off for certain activities. The role supports patient-centered service by following C-I-CARE communication practices, helping coordinate communication between patients, physicians, and clinic staff, maintaining accurate patient and registration information, handling payments and deposits, and meeting regulatory and compliance requirements. Employees may also perform department-specific duties and participate in organizational projects as assigned.

Requirements

High school graduate or equivalent.
One year of customer service experience in a medical office, insurance, or client services environment.
Strong verbal and written communication, listening, interpersonal, and telephone communication skills.
Ability to maintain composure during challenging interpersonal interactions.
Legible handwriting.
Basic math skills to collect payments and balance a cash drawer.
Basic computer skills, including keyboarding, mouse use, and data entry into practice management and electronic health record systems.
Ability to organize and prioritize tasks, complete assignments within allotted time, and maintain standard workflow.
Ability to work flexibly and cooperatively with others.

Nice To Haves

Completion of a Medical Receptionist training program.
Healthcare experience or related experience.
EPIC experience.

Responsibilities

Apply C-I-CARE service and communication practices when interacting with patients and staff.
Greet patients and other visitors courteously and professionally.
Register new patients, schedule appointments, and update existing patient accounts.
Identify accepted insurance plans and plans requiring referrals; obtain and update insurance information.
Determine whether patients owe a co-payment or deposit, collect and record payments, provide applicable waivers, obtain signatures, and scan relevant identification or insurance documents when appropriate.
Obtain applicable patient consent and resolve system red flags and registration discrepancies through assigned work queues.
Respond professionally to requests from patients, family members, physicians, and staff; facilitate communication between patients and physicians or clinics.
Provide basic information about clinic-specific processes.
Document and route calls accurately, manage incoming information for appropriate staff, and communicate with clinical staff and providers through telephone encounters.
Handle or deliver requests for approvals, signatures or input, lab reports, correspondence, dictations, and medical records as needed.
Balance the cash sheet and cash drawer, complete daily deposit summaries, and prepare monthly deposit summaries.
Meet regulatory and compliance standards and adhere to safety, P4P (if applicable), and HIPAA policies.
Perform other assigned duties and participate in organizational projects as assigned.