Patient Services Representative II, Plastic Surgery

Sutter Health•San Mateo, CA

1d•$32 - $45•Hybrid

About The Position

As the first point of contact for our patients, the Patient Services Representative serves as the welcoming face of the Plastic and Reconstructive Surgery practice, creating a positive, personalized, and memorable experience from the moment a patient arrives. This role is responsible for delivering exceptional customer service and personalized care, ensuring every patient feels valued, respected, supported, and genuinely cared for throughout their healthcare journey. Responsibilities include greeting and checking in patients, scheduling appointments, verifying demographic and insurance information, updating electronic health records (EHR), facilitating intake processes, and collecting payments. Through warmth, empathy, professionalism, and outstanding communication, this individual builds trust and confidence with patients, families, providers, and colleagues while maintaining the highest standards of privacy, integrity, and service excellence. The ideal candidate is a dependable team player who thrives in a collaborative environment, communicates effectively, demonstrates integrity in all interactions, and is committed to providing an exceptional patient experience. This individual serves as a helpful resource to both patients and colleagues and willingly supports the needs of the department to ensure seamless operations and outstanding patient care. Duties and responsibilities may extend beyond those specifically listed and may be assigned based on departmental and operational needs. Flexibility is essential, as schedules and assignments may vary to support patient access, clinic operations, and staffing needs. The successful candidate embraces change, maintains a positive attitude, and is willing to assist wherever needed to support patients, providers, and fellow team members. This position will occasionally require travel between practice locations, including coverage at the San Mateo Breast Surgery Clinic and the Los Altos Plastic Surgery clinic, to support staffing needs, maintain continuity of operations, and ensure an exceptional patient experience across the department.

Requirements

HS Diploma or equivalent education/experience
Minimum of 1 year of recent relevant experience
Basic knowledge of insurance policies and procedures, as well as patient billing
Ability to interpret a variety of data and instructions, furnished in written, oral, diagram, or schedule form
Written and verbal communications skills to communicate with fellow team members, supervisors, patients, and other hospital personnel
Well-developed time management and organizational skills, including the ability to prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines
General knowledge of computer applications, such as Microsoft Office Suite (Word, Excel and Outlook)
Ability to prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines
Ability to work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions
Ability to identify, evaluate and resolve standard problems by selecting appropriate solutions from established options
Ensure the privacy of each patient’s Protected Health Information (PHI)
Build collaborate relationships with peers and other staff members to achieve departmental and corporate objectives

Nice To Haves

Passion for delivering exceptional customer service and personalized patient care
Warm, welcoming, and professional demeanor
Excellent communication and interpersonal skills
Dependable, reliable, and accountable
Strong integrity and commitment to doing the right thing
Flexible and adaptable in a dynamic healthcare environment
Collaborative team player with a willingness to help wherever needed
Ability to build trust and create meaningful patient connections
Commitment to excellence, professionalism, and patient satisfaction
Willingness to support multiple clinic locations as operational needs arise
Experience in Plastic and Reconstructive Surgery or Cosmetic Plastic Surgery settings

Responsibilities

Greeting and checking in patients
Scheduling appointments
Verifying demographic and insurance information
Updating electronic health records (EHR)
Facilitating intake processes
Collecting payments
Maintaining the highest standards of privacy, integrity, and service excellence
Serving as a helpful resource to both patients and colleagues
Supporting the needs of the department to ensure seamless operations and outstanding patient care
Assisting wherever needed to support patients, providers, and fellow team members
Traveling between practice locations, including coverage at the San Mateo Breast Surgery Clinic and the Los Altos Plastic Surgery clinic