Ambulatory Float Pool - Patient Services Rep II

Purpose Statement/Position Summary

As a part of the Ambulatory Float Pool, provide smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. Excellent interpersonal and communication skills are required to coordinate appointments and assist patients and families as needed. The role participates in a variety of duties associated with daily clinic preparation, including customer service, message distribution, appointment scheduling, encounter registration, referrals management, financial clearance, and verification. The incumbent must be highly flexible, adaptable, enthusiastic, and proactive, working efficiently and effectively under pressure in a team environment.

Responsibilities

• Provide smooth outpatient flow to ensure optimum patient satisfaction and clinic operation.
• Coordinate appointments and assist patients and families as needed.
• Participate in daily clinic preparation tasks, including customer service, message distribution, appointment scheduling, encounter registration, referrals management, financial clearance, and verification.
• Coordinate ancillary services, consultations, and referrals ordered for patients.
• Answer and screen incoming calls, taking and relaying messages to clinicians.
• Assist with coverage duties of Ambulatory Float Pool – Patient Service Representative I during short‑staffing or peak times.
• Travel to all CHLA clinics as needed to support staffing requirements.

Required Minimum Qualifications

• 3 years experience in customer service, with at least 1 year in a medical office setting.
• Excellent interpersonal and communication skills, including a professional telephone manner.
• Ability to remain flexible, adaptable, and enthusiastic while working efficiently under pressure in a team environment.
• Comfortable using computers and familiar with medical terminology.
• Knowledge of major insurance plans and types of coverage, including government health programs.

Preferred Qualifications

• 2 years experience in a medical office setting.
• Previous experience in a float‑pool setting.
• Bilingual in English and Spanish.

Education / Licensure / Certification

• High school diploma or GED (required).
• Bachelor’s degree (preferred).

Schedule

Day Shift. Hours may vary depending on assignments.