Patient Services Representative

Hurtt Family Health Clinic Inc•Tustin, CA

22d

About The Position

The Patient Services Representative provides daily front-office, eligibility, and intake support for Hurtt Family Health Clinic patients. This is a full-time position with a Monday-through-Friday schedule from 8:00 a.m. to 5:00 p.m. The role also includes an occasional rotating Saturday morning shift from 8:00 a.m. to 12:00 p.m., approximately two to five times per year. The representative must be bilingual in Spanish and English, including comprehension of medical terminology in both languages. The role supports a welcoming clinic environment and accurate, timely patient service across front-office functions. Responsibilities include telephone and message handling, appointment scheduling, payment collection and reconciliation, eligibility and insurance verification, enrollment follow-up, referral tracking, and maintaining patient confidentiality. Representatives cross-train across receptionist, enrollment, eligibility, sliding-fee-scale, and referral functions.

Requirements

High school diploma.
Six months to one year of medical front-office experience.
Bilingual in Spanish and English, with comprehension of medical terms in both languages.
Ability to receive instruction and multitask in a fast-paced environment.
Excellent written, interpersonal, and verbal communication skills.
Strong attention to detail in administration and organization.
Proficiency in data entry and Microsoft Windows and Office programs, including Word, Excel, Outlook, PowerPoint, and Internet Explorer.
Ability to recognize and maintain confidentiality of information as appropriate.
Pleasant and professional demeanor when interacting by telephone and with visitors and company personnel.

Nice To Haves

Community clinic setting experience is preferred but not required.
Previous clinic or healthcare experience, preferably in a front-office or call-center setting.
Medical Assistant experience.
Knowledge of EMR systems.
Strong customer service skills.

Responsibilities

Answer telephone calls professionally as an HFHC ambassador and document messages accurately and promptly.
Create and maintain a hospitable and welcoming clinic environment.
Schedule patient appointments across all clinic service areas and follow appointment policies and procedures.
Collect patient payments, post payments in the EMR, and reconcile funds received and cash drawer balances at the end of each shift.
Cross-train in front-office and patient-services functions, including receptionist duties, enrollment, eligibility determination, sliding-fee-scale determination, and referral tracking.
Determine patient eligibility for appropriate government-sponsored programs.
Verify medical insurance benefit eligibility for clinic patients.
Follow up on pending applications to help ensure enrollment is completed.
Maintain a policies and procedures manual, including a referral guide covering physicians in specialty areas for children and adults.
Route calls and telephone messages to appropriate staff in a timely and efficient manner; enter requests into the EMR and send them to the appropriate staff.
Receive faxed documents and distribute them to appropriate staff.
Participate in staff and educational meetings.
Protect the privacy and security of protected health information, maintain confidentiality, and conduct patient-care work ethically and in accordance with applicable federal and state rules and regulations.
Perform other duties as assigned or adjusted by the immediate supervisor in consideration of job requirements and employee skills.