Ambulatory Float Pool - Patient Services Rep II

About the Role

As a part of the Ambulatory Float Pool, the Patient Service Representative II provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. This role requires excellent interpersonal and communication skills to coordinate appointments and assist patients and families as needed. The position 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.

Must be highly flexible, adaptable, enthusiastic, with a proactive approach, and able to work efficiently and effectively under pressure in a team environment. The role coordinates ancillary services, consultations, and referrals ordered for patients, answers and screens incoming calls, and relays messages to clinicians. In instances of short staffing and high demand, the representative may assist in coverage by assuming the duties of Ambulatory Float Pool - Patient Service Rep I.

This position requires traveling to all CHLA clinics depending on need. Hours may vary depending on assignments.

Schedule

Monday-Friday, Day Shift; shift varies based on assignment.

Responsibilities

• Coordinate appointments and assist patients and families.
• Participate in daily clinic preparation processes, 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, take and relay messages to clinicians.
• Assist in coverage during short staffing or high demand by assuming duties of Ambulatory Float Pool - Patient Service Rep I.

Requirements

• Minimum of 3 years of experience in customer service, with at least 1 year in a medical office setting.
• Excellent interpersonal and communication skills, and professional telephone manner.
• Highly flexible, adaptable, enthusiastic, with a proactive approach.
• Able to work efficiently and effectively under pressure in a team environment.
• Comfortable with computers and medical terminology.
• Knowledge of major insurance plans and types of coverage provided, including government health programs.
• High School Diploma or GED.

Preferred Qualifications

• 2 years of experience in a medical office setting.
• Previous experience in a float pool setting.
• Bilingual in English/Spanish.
• Bachelor’s degree.