Patient Services Representative - NBGW Specialty (Per Diem, Day)

NorthBay Health•Fairfield, CA

8h•$30 - $36

About The Position

The Patient Services Representative performs front-office duties of moderate scope and complexity for NorthBay Health’s ambulatory medical practices. The role supports the clerical and customer service team through reception, patient registration, appointment scheduling, insurance verification, charge entry, and medical-records management, exercising judgment within established guidelines. The representative gathers and verifies patient registration and payer information, explains insurance eligibility and financial responsibilities, processes payments, and maintains accurate records in the electronic medical record. The role schedules and coordinates appointments and referrals, manages provider schedules, supports patient access, and welcomes patients. It also protects confidential medical information and follows HIPAA and system policies. This position may serve as a subject-matter resource, help orient staff, participate in quality activities, and float to other areas as requested. Hours are based on business need. The posting identifies the role as per diem and day shift.

Requirements

Two years of customer engagement experience and/or experience in a service-centered role.
Current AHA or equivalent BLS certification required within the first 90 days of hire.
Excellent customer service skills.
Excellent oral and written communication skills, including the ability to articulate thoughts in productive, meaningful 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 accurate and complete registration affects claims processing and payment.
Working knowledge of how accurate and complete registration supports safe, high-quality patient care.
Working knowledge of organizational processes and procedures and NorthBay Health clinical computer systems.
Demonstrated service excellence, including professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
Demonstrated empathy, optimism, resourcefulness, and cultural competency in interactions with others.
Willingness to learn and collaborate with others.
Ability to conduct oneself with an understanding of the complexities and challenges of the healthcare environment.
Strong organizational skills.
Ability to walk, bend, stoop, and lift; extensive computer keyboard use throughout the day.
Attendance is an essential function of the job.

Nice To Haves

Some college business or computer coursework.
Coursework in medical terminology.
Experience in a healthcare environment involving medical-record processes, appointment scheduling, referral and authorization processes, registration, and back-office clinical support.

Responsibilities

Gather, update, and verify patient registration and insurance information and enter it accurately into the EMR.
Explain provider selection, insurance eligibility, copayments, share of costs, and other financial responsibilities; obtain required signatures.
Verify and document payer eligibility at the time of service and review benefit-plan allowances and restrictions.
Research and respond to inquiries about claims, eligibility, and referrals.
Collect copayments, deposits, and fees and reconcile payments at the end of the shift.
Maintain accurate demographic and insurance information according to departmental policies and service expectations.
Participate in committees, in-services, quality improvement activities, and standards development.
Serve as a resource to staff in areas of expertise and provide orientation to new staff as assigned.
Float to other areas as requested and perform other assigned duties.
Obtain and update patient demographic information accurately in the EMR.
Confirm eligibility and primary care provider assignment when applicable before scheduling.
Listen and identify patient needs to route calls appropriately.
Schedule appointments by phone or in person in accordance with approved protocols and current policies.
Assist with specialty-care referral coordination and scheduling.
Monitor provider schedules and ensure appointments have the correct type and time allocation.
Manage provider schedules to support patient access and reduce no-shows.
Make appointment confirmation and rescheduling calls according to guidelines and policies.
Assist with physician schedule maintenance, including coordinating absences and open appointment times.
Gather provider-access audit data and provide appointment access information for KPIs.
Greet and welcome patients and answer initial questions about appointments, payments, and schedules.
Follow system confidentiality policies for medical records, transcription, copying, and distribution.
Handle patient documents appropriately to protect confidentiality, including medical records outside designated storage areas.
Demonstrate understanding of PHI management and HIPAA compliance through annual competency validation.
Demonstrate NorthBay Health’s True North Values: Nurture Care, Own It, Respect Relationships, Build Trust, and Hardwire Excellence.

Benefits

Medical, dental, and vision insurance, subject to eligibility requirements.
Life, disability, and long-term care coverage, subject to eligibility requirements.
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.