Patient Services Representative

LIFELONG MEDICAL CARE•Berkeley, CA

26d•$22 - $22•Onsite

About The Position

LifeLong Medical Care is seeking a Patient Services Representative (PSR) to join its Patient Services Call Center team in Berkeley, California. The PSR serves as front-line phone staff and a navigator for patients, caregivers, and other healthcare entities. This full-time, benefit-eligible position is 40 hours per week and is represented by SEIU-UHW; compensation and benefits are set by a collective bargaining agreement, and employees must remain members in good standing as defined by the agreement. The role involves answering incoming calls, registering patients, scheduling appointments, triaging calls to appropriate departments—including urgent medical calls—and documenting messages and notes in patients’ electronic records. The PSR uses NextGen Electronic Practice Management and Electronic Health Record systems and performs other Patient Services Department duties as needed. The call center receives more than 26,000 calls per month. LifeLong Medical Care is a multi-site Federally Qualified Health Center providing healthcare and social services to a diverse patient community through more than 15 primary care health centers. Its integrated services include psychosocial services, referrals, chronic disease management, dental care, health education, and home visits.

Requirements

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 WPM.
Ability to read and comprehend instructions, procedures, emails, and memos.
Ability to abide by LifeLong’s Organizational Standards for conduct and attendance.
Knowledge of basic medical terminology.
Ability to present information effectively in verbal and written communications to patients and staff.
Excellent interpersonal, verbal, and written communication skills, including the ability to work effectively with people from diverse backgrounds and be culturally sensitive.
Ability to show empathy to patients with complex health needs.
Excellent customer service skills and a positive, proactive, can-do approach.
Ability to work calmly and effectively under pressure in a positive, friendly manner.
Ability to work in a fast-paced environment and manage multiple tasks.
Strong problem-solving skills and ability to be flexible and adapt to change.
Ability to work in a team-oriented environment with colleagues 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 relationships with the public, patients, and staff.
Promote excellent customer service to internal and external customers.
Answer incoming calls and respond to callers’ inquiries; monitor call center queues to ensure calls are answered promptly and handled correctly.
Use NextGen Electronic Practice Management and Electronic Health Record systems for patient interactions.
Schedule and reschedule patient appointments.
Triage calls according to established procedures, including urgent medical calls, and page health center staff as 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 clear and appropriate written and verbal communications in patients’ Electronic Health Records and Electronic Practice Management System.
Answer non-patient calls and requests for information, transfer calls 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.