Patient Services Representative – Santa Cruz- Limited Term

UCSF Health Medical Foundation•Santa Cruz, CA

3d•$29 - $35

About The Position

Under the direct supervision of the Clinic Manager, the Patient Services Representative (PSR) provides administrative support for patients and physicians in the practice and serves as an initial point of contact for external physicians and the public. The role requires strong public relations and customer service skills and effective communication with patients and physicians. The PSR identifies callers’ needs and helps address registration, scheduling, billing and claims issues, My Chart support, and general questions. The position also supports issue resolution and quality of care, ensures authorizations are obtained before patient visits, checks patients in and out, posts payments in real time, updates patient demographics, and troubleshoots billing problems. The PSR answers calls, welcomes and registers patients, schedules and confirms appointments, supports physicians and practitioners, handles billing corrections, distributes incoming paper lab results, scans records into patient charts, and helps maintain office supplies, equipment, and systems. The role uses an electronic health record (EHR), Microsoft Outlook, and Microsoft Office Suite to manage schedules, patient communications, and accurate patient and insurance information. The representative provides responsive service, returns patient calls within the required timeframe, keeps supervisors and administrative colleagues informed, and helps maintain a professional, respectful, and culturally sensitive environment. The position reports to the Clinic Manager and requires adherence to UCSF Benioff Children’s Physicians policies, HIPAA requirements, patient confidentiality, safety practices, and standards of behavior. Other job-related duties may be assigned. This is a limited-term position in Santa Cruz. Compensation is $29–$35 per hour. The employer offers a competitive benefits package, including a generous 401(k) and paid time off (PTO) plans.

Requirements

Exceptional public relations and customer service skills.
Ability to communicate effectively with patients and physicians.
Ability to remain professional and composed in difficult situations.
Ability to provide friendly, knowledgeable, responsive service and set appropriate expectations for patients and staff.
Effective use of an electronic health record (EHR), Microsoft Outlook, and Microsoft Office Suite.
Ability to maintain accurate patient demographic and insurance information and manage clinician schedules proactively.
Ability to establish and maintain effective working relationships with colleagues and others.
Must comply with HIPAA regulations and maintain clinic, physician, RN, and patient confidentiality.
Must adhere to UCSF Benioff Children’s Physicians policies, procedures, and standards of behavior.

Responsibilities

Answer phones professionally and warmly, identify callers’ healthcare needs, and assist with their objectives.
Welcome patients and provide information about clinical services, insurance, and payment policies.
Register patients, process new-patient paperwork, collect copayments, and follow up on payment or insurance information when needed.
Support physician and practitioner needs related to patient care and practice development.
Schedule and confirm appointments, monitor schedule capacity, fill openings using waiting lists and clinician referrals, and remind patients of appointments.
Handle billing corrections promptly, seek assistance as needed, post payments in real time, and troubleshoot billing problems.
Distribute incoming paper lab results and scan records into patient charts as directed.
Maintain accurate and up-to-date patient demographic and insurance information in the EHR.
Use the EHR, Microsoft Outlook, and Microsoft Office Suite to support administrative work and patient communications.
Check voicemail throughout the day and return patient calls the same day and no later than 24 hours.
Keep administrative colleagues informed of patient or physician needs and schedule changes, and inform the Supervisor promptly of compliments, complaints, or critical issues.
Maintain knowledge of the practice’s physicians and services and contribute to a professional, warm environment.
Attend staff and other office meetings as required.
Follow UCSF Benioff Children’s Physicians policies and procedures, safe work practices, business standards, and standards of behavior.
Respect cultural diversity, patient rights, ethical treatment, safety, security, teamwork, and confidentiality; comply with HIPAA requirements.
Perform other job-related duties, projects, and responsibilities as required.