Patient Services Representative

Neighborhood Healthcare•Escondido, CA

1d•Onsite

About The Position

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 96k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you. The Patient Services Representative provides front office support to ensure efficient patient access, scheduling coordination, and excellent patient experience. This role serves as the first point of contact for patients and supports clinic operations by managing incoming calls, coordinating appointments, assisting with patient registration, and maintaining accurate scheduling workflows. This role communicates regularly with patients, providers, medical assistants, and leadership teams to ensure smooth clinic operations in a fast-paced environment.

Requirements

High School Diploma or GED required
One year customer service experience required
Strong communication and leadership abilities
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Ability to work under pressure and be flexible with changing site needs
Can work with people of all social and ethnic backgrounds and maintain confidentiality
Able to train and manage staff in a collaborative manner
Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
Maintains current knowledge of policies and procedures as they relate to safe work practices
Follows all safety procedures and reports unsafe conditions
Uses appropriate body mechanics to ensure an injury free environment
Familiarity with location of nearest fire extinguisher and emergency exits
Follows all infection control procedures including blood-borne pathogen protocols
Maintains privacy of all patients, employees and volunteer information and access such information only on a need-to-know basis for business purposes
Comply with all regulations regarding corporate integrity and security obligations
Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Nice To Haves

Healthcare experience preferred
Experience working with electronic medical records and multi-line phone systems preferred
Bilingual preferred depending on site needs

Responsibilities

Serves as the first point of contact for patients, visitors, and incoming calls
Greets and assists patients in a courteous and professional manner
Schedules, reschedules, and confirms patient appointments in the electronic scheduling system
Conducts appointment reminder calls and communicates visit preparation instructions when needed
Provides clear information regarding clinic processes, appointments, and services
Coordinates scheduling workflows to ensure efficient patient access and clinic flow
Communicate with providers, medical assistants, and nursing staff regarding scheduling needs
Ensure providers have accurate appointment information and schedule updates
Supports care teams by managing appointment availability, cancellations, and schedule adjustments
Verifies patient demographics, insurance information, and registration data
Prepares and verifies patient records prior to appointments
Tracks filled and cancelled appointments and updates scheduling systems accordingly
Receives and records patient payments in the appropriate system when applicable
Ensure patient information is updated accurately in the electronic health record system