Medical Patient Services Representative - English/Spanish

Winters Healthcare • Winters, CA

3d • Onsite

About The Position

Winters Healthcare is seeking a passionate and motivated Patient Services Representative (PSR), bilingual in English & Spanish, to join their team. As a Medical PSR, you will be one of the first people that our patients will come into contact with, whether it be on the phone or in-person with both English and Spanish speaking patients. You would be a keeper of the schedule and assist patients by scheduling appointments, confirming appointments, checking them in/out in the electronic health record, determining insurance eligibility, collecting payment, and referring patients to our Enrollment Counselors if needed. The PSRs will alternate between the front desk greeting and checking in patients, and in the call center scheduling and confirming appointments. The ideal candidate is a quick learner, well-organized, bilingual in English and Spanish, and has a significant background in providing excellent customer service! The ideal candidate enjoys working with people, making connections, and building relationships. In addition, the ideal candidate will have strong communication skills, – listening included – the ability to establish effective, trusting relationships, and a passion to provide exceptional care to the patients of Winters Healthcare as we partner with them in their health journey.

Requirements

• Bilingual fluency in English/Spanish is required (ability to read, write, and speak)
• Significant background providing outstanding customer service
• Strong computer skills; knowledge of OCHIN EPIC
• High school diploma or equivalent
• Minimum of two years providing customer service
• CPR certification (or within 60 days of hire)
• Fluency (the ability to read, write and speak) in English and Spanish
• Well-organized and detail-oriented with the ability to establish and maintain working relationships with patients, employees and the public
• Experience operating standard office equipment
• Requires effective oral and written communication skills, excellent interpersonal skills, & computer literacy.
• Emotional intelligence and critical thinking skills
• Ability and comfort building relationships with coworkers and patients
• Demonstrated team experience and proven successes in implementation of team goals
• Significant background providing outstanding customer service
• Proficient in computer programs such as Microsoft Office: Word, Excel, Outlook
• A passion and dedication for serving the healthcare needs of our clients
• Knowledge of OCHIN Epic and Microsoft software applications
• Authorization and consent for Winters Healthcare to investigate candidate’s background with a consumer report for employment purposes, to evaluate candidate/employee for employment, promotion, reassignment, or retention as an employee

Nice To Haves

• Experience in a medical setting and medical front office is preferred; experience in a Federally Qualified Health Center is a plus!
• Previous experience with Federally Qualified Health Centers (FQHC), low income or medically underserved populations preferred
• Experience in a medical office is preferred; health center setting is highly desirable.
• Graduation from an accredited front/back office Administrative MA or DA training program
• Knowledge of county programs such as Family PACT, CHDP and Healthy Families

Responsibilities

• Communicate, collaborate and work in a team-oriented environment supporting our model of care
• Greet patients, answer questions, answer phones, route calls, schedule and confirm appointments
• Determine insurance coverage and eligibility for various insurances and programs
• Unlock/lock, open/close main health center doors at opening and closing times.
• Verify patient demographic information, insurance coverage and eligibility for various programs
• Answer questions from patients, clerical staff, insurance companies
• Call patient for all missed appointments to ensure they are rescheduled for care services
• Appropriately schedule/reschedule appointments as requested, following appointment guidelines
• Verify patient demographics, insurance coverage and determine eligibility for various programs; offering SFS to non-insured patients, providing qualifications for SFS, and determine eligibility
• Monitor telephone encounters and voicemail messages, addressing within one business day.
• Assist patients with filling out forms, if necessary
• Evaluate patient’s financial status and establish budget payment plans when necessary.
• "scrub" charts, determine insurance coverage and eligibility for various programs
• Participate in educational activities and attend staff meetings
• When receiving a patient complaint, remain calm, acknowledge the patient’s concern, and follow up with the team to debrief and rectify issue.
• Work closely with Revenue Cycle Manager, Medical Supervisors/Managers, and Lead PSR on new and updated workflows, trainings, resources, and support
• Support performance and quality improvement efforts, and participate in related activities as required.
• Other duties as assigned

Benefits

• full health insurance benefits
• employee wellbeing program
• medical, dental, vision, life, AD&D, and long-term disability – 90% covered for employee
• Paid Time Off
• floating holidays
• paid holidays off
• Flexible Spending Account (FSA)

What This Job Offers

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