Patient Services Representative

LIFELONG MEDICAL CARE • Berkeley, CA

26d • $22 - $22 • Onsite

About The Position

LifeLong Medical Care is hiring a full-time Patient Services Representative (PSR) for its Patient Services Call Center in Berkeley, California. PSRs serve as front-line phone staff and navigators for patients, caregivers, and other healthcare entities. The position is benefit-eligible and works 40 hours per week. It is represented by SEIU-UHW; compensation and benefits are set by a collective bargaining agreement, and the employee must remain a member in good standing as defined in the agreement.

LifeLong Medical Care is a multi-site Federally Qualified Health Center with more than 15 primary care health centers and integrated healthcare and social services for a diverse patient community. The call center receives more than 26,000 calls per month. The PSR answers calls, registers patients, schedules appointments, routes and triages calls, and records messages and other information in patient systems. The employee may also assist with onboarding new representatives and perform other Patient Services Department duties as needed.

Requirements

• At least one year of multi-line telephone experience and/or one year of experience as a medical receptionist with scheduling and telephone experience.
• High school diploma or GED.
• Demonstrated computer skills with standard office software, including MS Office.
• Typing speed of at least 30 words per minute.
• Ability to read and comprehend instructions, procedures, emails, and memos.
• Ability to comply with LifeLong’s Organizational Standards for conduct and attendance.
• Knowledge of basic medical terminology.
• Ability to communicate information effectively, verbally and in writing, to patients and staff.
• Excellent interpersonal, verbal, and written communication skills, including the ability to work effectively and sensitively with people from diverse backgrounds.
• Ability to show empathy to patients with complex health needs.
• Excellent customer service skills and a positive, proactive approach.
• Ability to work calmly under pressure in a positive, friendly manner.
• Ability to work in a fast-paced environment while managing multiple tasks.
• Strong problem-solving skills and flexibility and adaptability to change.
• Ability to work in a team-oriented environment with staff who have different work and communication styles.

Nice To Haves

• At least one year of experience in a healthcare setting, preferably in private practice or a Community Health Center.
• Bilingual English/Spanish skills are highly preferred.

Responsibilities

• Follow departmental and organizational policies and procedures, and maintain courteous, cooperative relations with the public, patients, and staff.
• Promote excellent customer service to internal and external customers.
• Answer incoming calls and respond to inquiries; monitor call center queues to ensure calls are answered promptly and handled correctly.
• Use NextGen Electronic Practice Management (EPM) and Electronic Health Record (EHR) systems for patient interactions.
• Schedule and reschedule patient appointments.
• Triage calls according to established procedures, including urgent medical calls, and page health center staff when needed.
• Screen new patients by phone for eligibility and register them as appropriate.
• Maintain established key performance indicators for call volume, call duration, and call quality.
• Verify patient demographics and insurance information, enroll patients in the LifeLong Patient Portal, and update system information as needed.
• Maintain effective written and verbal communication, including clear and appropriate documentation in patient EHR and EPM records.
• Answer non-patient calls and requests for information, transfer callers to appropriate departments, and provide general information or referrals to appropriate resources.
• Assist with training and onboarding new Patient Services Representatives.
• Perform other related duties as required.

Benefits

• Medical, dental, and vision coverage, including dependent and domestic partner coverage.
• Generous leave benefits, including ten paid holidays.
• Flexible Spending Accounts.
• 403(b) retirement savings plan.

What This Job Offers

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