Patient Services Representative (PSR)

SAC Health • San Bernardino, CA

1d • Onsite

About The Position

The Patient Services Representative (PSR) serves as a frontline point of contact for patients and families, gathering essential information at the beginning of visits and helping support the rest of the patient encounter. Under the supervision of the area supervisor, the PSR manages check-in and check-out, greets patients, answers phones, verifies demographic and insurance information, collects required documentation and copayments, posts charges, performs cashiering duties, schedules appointments, and completes assigned clerical responsibilities. The role requires strong communication, customer service, organizational, and interpersonal skills, as well as the ability to work with minimal supervision. Work must be performed confidentially, professionally, and in a personable manner.

The position is scheduled five days per week: Monday through Thursday, 7:30 a.m.–4:30 p.m., and Friday, 7:30 a.m.–4:00 p.m., with the listed lunch periods. The position is based in San Bernardino, California, and may require work at any SAC Health location as needed. Work hours may be adjusted to meet clinic needs.

The PSR supports SAC Health’s mission, vision, and values and helps maintain compassionate, accountable, patient-centered service. Duties include accurate patient registration and flow tracking; verifying program and insurance eligibility; updating records and electronic health records; collecting and reconciling payments; explaining clinic fees and payment programs; interviewing patients for sliding fee scales and applying federal poverty guidelines; scheduling, confirming, and canceling appointments; and coordinating walk-in patients. The PSR safeguards confidential information and follows HIPAA, privacy, and organizational policies. EPIC certification for the hired module is required.

Requirements

• High school diploma or equivalent required.
• Six months of customer service, general office, healthcare-related, or vocational training experience required.
• Must obtain EPIC certification for the module hired into.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Ability to use common internet browsers, electronic health records, and other databases; telephone skills and computer competency required.
• Excellent oral and written communication skills and ability to relate to a diverse group of patients, community members, and staff.
• Strong conflict-resolution and problem-solving skills.
• Ability to handle multiple tasks and work with minimal supervision.
• Must be legally authorized to work in the United States on a full-time basis and must not require employment visa sponsorship now or in the future.

Nice To Haves

• Medical terminology knowledge preferred.
• Working knowledge of insurance verification and eligibility programs, such as Medi-Cal, Medicare, and sliding fee programs, preferred.
• Experience with electronic health records and familiarity with EPIC preferred.
• Bilingual English/Spanish preferred.

Responsibilities

• Support and implement the organization’s vision, mission, and values.
• Provide courteous, high-quality customer service to patients, family members, staff, and providers.
• Prioritize and complete daily responsibilities promptly and professionally, including electronic communications.
• Register patients accurately and track patient flow according to health center procedures.
• Verify patient demographic information and program or insurance eligibility, and update records in the computer system and electronic health record.
• Collect payments and copayments, obtain credit card authorizations, post payments and adjustments, and reconcile daily reports in accordance with policy.
• Ensure patients complete required forms and provide necessary signatures; enter registration information accurately.
• Answer in-person and telephone inquiries about clinic fees and payment programs for uninsured patients.
• Determine the appropriate program or payer source based on criteria such as required medical services, family size, and income.
• Interview patients for sliding fee scales, provide applications, screen patients, and determine discounts using federal poverty guidelines.
• Schedule, confirm, and cancel appointments; coordinate walk-ins; and follow up with clinic leadership to support appointment utilization.
• Use appointment templates to meet or exceed productivity standards and schedule or reschedule requests for assigned and non-assigned departments.
• Count and balance daily cash and credit card collections, print closing reports, complete cash envelopes, and submit them to the supervisor by the end of each business day.
• Handle confidential information with discretion, protect patient privacy, and follow HIPAA expectations and SAC Health policies.
• Follow eligibility requirements and verification processes for coverage programs and understand FQHC, Uniform Data System, and federal poverty level information requirements.
• Work at SAC Health locations as needed and maintain flexible hours according to clinic needs.
• Perform other related duties and responsibilities as assigned.

Benefits

• Industry-leading PTO accrual, accrued per pay period.
• Sick leave.
• Paid holidays.
• Paid jury duty.
• Bereavement leave.
• SAC Health covers approximately 85% of team member health premium costs, depending on benefit plan selection.
• Retirement plan with up to 8% employer contribution.
• Continuing education and learning benefits.
• Annual mission trip.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED