Patient Services Representative II, OBGYN Call Center

Sutter Health•Emeryville, CA

1d•$32 - $45

About The Position

The Patient Services Representative II serves as the first point of contact for patients seeking appointments in the OBGYN call center. The role schedules appointments, answers general questions, and guides patients through the next steps in their care. It acts as a bridge between patients and providers by facilitating clear, accurate communication and supporting coordination of care. The position also updates patient registration, demographic, and contact information; verifies insurance coverage and eligibility; confirms network participation; and documents interactions in the electronic health record. It requires strong customer service and attention to detail, while supporting patient confidentiality and HIPAA compliance and helping resolve barriers to timely access to care.

Requirements

High school diploma or equivalent education/experience; equivalent experience may be accepted in lieu of the required degree or diploma.
One year of recent relevant experience.

Responsibilities

Serve as the primary point of contact for patients calling to schedule appointments.
Schedule, reschedule, and cancel appointments as needed.
Answer general questions regarding services, locations, referrals, and appointment requirements.
Guide patients on next steps in their care and assist with navigating the healthcare system.
Communicate clear, concise, and accurate messages between patients and providers.
Facilitate communication between patients, clinical staff, and providers to ensure continuity of care.
Update and maintain accurate patient registration, demographic, and contact information.
Verify insurance coverage and eligibility.
Confirm provider and facility network participation with the patient's health plan.
Document patient interactions accurately in the electronic health record (EHR).
Deliver exceptional customer service while maintaining patient confidentiality and complying with HIPAA regulations.
Support timely patient access to care by identifying and resolving scheduling and access barriers.