Patient Services Representative - VVWC OB/GYN (Full Time, Day)

NorthBay Health•Vacaville, CA

5h•$27 - $33

About The Position

The Patient Services Representative II performs general front-office duties of moderate scope and complexity, including reception, registration, appointment scheduling, insurance verification, and medical records management. The role exercises judgment within defined guidelines and works as part of a clerical and customer service team supporting Ambulatory Division medical practices. The representative independently performs all Level 1 duties and additional responsibilities, including collecting and verifying registration and payer information, explaining insurance eligibility and financial responsibilities, processing payments, maintaining accurate EMR data, scheduling and coordinating appointments, supporting provider schedule access, and protecting the confidentiality of medical records and protected health information. The role may serve as a subject-matter resource, orient staff, and float to other areas as requested. The position requires two years of customer engagement or service-centered experience, excellent customer service and communication skills, organizational skills, and the ability to manage multiple priorities. Some college business or computer coursework and medical terminology coursework are preferred. Current AHA or equivalent BLS certification is required within the first 90 days of hire. Hours are based on business need.

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 and the ability to articulate thoughts effectively.
Ability to manage multiple priorities within expected timeframes.
Working knowledge of the distinctions among Medi-Cal, Medicare, Managed Care, Indemnity, and Workers Compensation insurance.
Working knowledge of how registration/admission accuracy affects claims processing and payment.
Working knowledge of how registration accuracy affects safe, high-quality patient care.
Working knowledge of organizational processes and procedures.
Working knowledge of NorthBay Health clinical computer systems.
Demonstrated professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
Empathy, optimism, resourcefulness, and cultural competency in interactions with others.
Willingness to learn and collaborate with others.
A track record of conduct demonstrating understanding of the complexities and challenges of the healthcare environment.
Strong organizational skills.
Ability to meet the position’s physical demands, including walking, some bending, stooping, lifting, and extensive computer keyboard use.
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 with medical record processes, appointment scheduling, referral and authorization processes, registration, and back-office clinical support.

Responsibilities

Gather, update, verify, and accurately enter patient registration and insurance information 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 plans for allowances or restrictions.
Research and answer inquiries related to claims, eligibility, and referrals.
Collect copayments, deposits, and fees, and reconcile payments at the end of the shift.
Maintain accurate demographic and insurance information in accordance with departmental policies and procedures.
Participate in committees, in-services, quality improvement activities, and standards development.
Act as a resource to staff, serve as a job expert in assigned areas, 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 and enter it accurately into the EMR.
Determine appropriate call routing using listening and problem-solving skills.
Schedule appointments by phone or in person according to approved protocols, policies, procedures, and algorithms.
Assist with referral coordination and scheduling for specialty care.
Monitor provider schedules to ensure appointments are booked for the correct type and time allocation.
Proactively 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 physician absences with open appointment times.
Gather provider access audit data and provide appointment access information for KPIs.
Welcome patients and help with initial questions about appointments, payments, and schedules.
Follow system policies for confidentiality, transcription, copying, and distribution of medical record information.
Handle patient documents appropriately to protect confidentiality, including 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 insurance
Dental insurance
Vision insurance
Life insurance
Disability coverage
Long-term care coverage
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