Patient Services Representative (Float)

San Ysidro Health•San Diego, CA

About The Position

The Patient Services Representative (Float) answers telephones and greets, assists, and directs visitors, patients, and other clinic office callers. The role guides, screens, and registers new patients; helps patients obtain services; provides information about funding eligibility and patient access processes and policies; and researches and resolves customer problems. It also performs clerical duties supporting the location’s daily business activities. The representative assembles information and documents for patient registration, verifies insurance and authorizations, and enters current demographic information in Epic. The position assesses patient financial responsibility, collects co-pays and deductibles at check-in, obtains and documents funding information, and explains available funding resources. It uses payer resources and websites to explore eligibility, initiates referrals for various insurance types, and determines eligibility for the Sliding Fee Discounts Program. The representative collaborates with other areas to resolve patient inquiries and barriers, maintains fiscal records, assists visitors and patients, recognizes the need for urgent services, and helps care for department equipment and supplies. The position follows departmental policies and procedures and applicable quality assurance, safety, environmental, and infection-control standards; adapts to organizational changes; participates in educational programs and in-service meetings; attends required meetings; and performs other related duties assigned or requested by the Patient Services Supervisor.

Requirements

One year of customer service experience or successful completion of an internship at San Ysidro Health.
High school diploma or GED equivalent.
Good handwriting and verbal communication skills.
Verbal ability to provide accurate and tactful explanations.
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 condition of employment.

Nice To Haves

One year of experience in a medical setting, preferably in a front desk or reception role.

Responsibilities

Answer telephones and greet, assist, and direct visitors, patients, and clinic office callers.
Guide, screen, and register new patients.
Assemble the data and documents needed for complete patient registration, including insurance verifications and authorizations.
Enter current patient demographic information into the Epic system.
Communicate effectively with internal and external personnel and provide customer service.
Assess patient financial responsibility and collect co-pays and deductibles at check-in.
Obtain and document funding information and explain available funding resources.
Use payer resources and websites to explore eligibility and initiate referrals for insurance programs, including Medi-Cal, Medicare, managed care, and commercial insurance.
Determine patient eligibility for the Sliding Fee Discounts Program.
Collaborate with other areas to identify and resolve patient inquiries and barriers.
Enter fiscally related information into databases and maintain fiscal records and files.
Respond to inquiries about patient access processes and policies, research customer problems, and resolve them.
Recognize when immediate or urgent services are needed.
Provide assistance, guidance, and direction to visitors and patients.
Assist with the care and maintenance of department equipment and supplies.
Follow departmental policies, procedures, objectives, quality assurance, safety, environmental, and infection-control standards.
Adapt to organizational changes, participate in educational programs and in-service meetings, and attend meetings as required.
Perform other related duties as assigned or requested by the Patient Services Supervisor.