Patient Services Rep (Full Time, Days) Neurosurgery Clinic
About The Position
The Patient Services Representative II performs moderately complex front-office duties for NorthBay Health ambulatory medical practices, including reception, registration, appointment scheduling, insurance verification, charge entry, and medical-records management. The role exercises judgment within defined guidelines and works as part of a clerical and customer-service team supporting the Ambulatory Division. The representative gathers and verifies registration and insurance information; explains provider selection and financial responsibilities; verifies payer eligibility and benefits; researches claims, eligibility, and referral inquiries; collects and reconciles payments; and maintains accurate patient records in the EMR. The role also schedules and coordinates appointments and referrals, monitors and maintains provider schedules, supports patient access, and greets patients. Medical-record responsibilities include protecting confidential information and complying with PHI and HIPAA requirements. The position requires customer-service experience, strong communication and organizational skills, and the ability to manage competing priorities. Some college coursework in business or computers and medical terminology coursework are preferred. Current AHA or equivalent BLS certification is required within the first 90 days of hire. Hours are based on business need. Physical duties include walking, some bending, stooping, lifting, and extensive computer keyboarding.
Requirements
- At least two years of customer-engagement experience and/or experience in a service-centered role.
- Excellent customer-service skills.
- Excellent oral and written communication skills, including the ability to express ideas effectively in productive discussions.
- Ability to manage multiple priorities effectively within expected timeframes.
- Working knowledge of the differences among Medi-Cal, Medicare, Managed Care, Indemnity, and Workers Compensation insurance.
- Working knowledge of how registration accuracy affects claims processing and payment, and the delivery of safe, high-quality patient care.
- Working knowledge of organizational processes and procedures and NorthBay Health clinical computer systems.
- Demonstrated professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
- Demonstrated empathy, optimism, resourcefulness, and cultural competency in interactions with others.
- Ability to learn and collaborate with others and understanding of the complexities and challenges of the healthcare environment.
- Strong organizational skills.
- Current AHA or equivalent BLS certification required within the first 90 days of hire.
- Ability to meet the physical demands of walking, some bending, stooping, lifting, and extensive computer keyboarding; attendance is an essential job function.
Nice To Haves
- Some college business or computer coursework.
- Coursework in medical terminology.
- Experience in a healthcare environment with medical-record processes, appointment scheduling, referrals and authorizations, registration, or back-office clinical support.
Responsibilities
- Gather, update, and verify registration and insurance information and enter it accurately into the EMR.
- Explain provider selection and financial responsibilities, including insurance eligibility, co-payments, and cost shares; obtain required signatures.
- Verify and document payer eligibility and review benefit plans for allowances or restrictions.
- Research and respond to inquiries concerning claims, eligibility, and referrals.
- Collect co-payments, deposits, and fees, and reconcile payments at the end of the shift.
- Maintain accurate demographic and insurance information in accordance with departmental policies and service expectations.
- Participate in committees, in-services, quality-improvement activities, and standards development.
- Serve as a subject-matter resource, orient new staff as assigned, and float to other areas when requested.
- Obtain and update patient demographic information in the EMR.
- Schedule appointments by phone or in person in accordance with approved protocols and scheduling procedures.
- Assist with referral coordination and scheduling for specialty care.
- Monitor provider schedules to ensure the correct appointment type and time allocation; proactively support patient access and reduce no-shows.
- Make appointment confirmation and rescheduling calls and assist with physician schedule maintenance, including coordinating absences with open appointment times.
- Gather provider-access audit data and support appointment-access KPIs.
- Greet patients and help with questions about appointments, payments, and schedules.
- Protect the confidentiality of medical records and handle patient documents appropriately, including records outside designated storage areas.
- Demonstrate understanding of PHI management and HIPAA compliance through annual competency validation.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision insurance
- Life, disability, and long-term care coverage
- Paid time off, including vacation, sick leave, holidays, and bereavement
- 403(b) retirement plan with employer match
- Education reimbursement for eligible roles
- Professional development and training programs
- Employee Assistance Program
- Wellness programs
- Recognition programs
- Shift differentials
- Market-based compensation review and increases, subject to approval and organizational performance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
