Bilingual Patient Services Representative

Summary The Patient Services Representative (PSR) serves as a primary point of contact for patients and visitors. The PSR provides excellent customer service while supporting patient access to care through scheduling, patient communication, and administrative support activities. The PSR plays a critical role in welcoming patients, facilitating patient intake and registration, educating patients regarding available services and processes, managing appointment schedules, supporting patient engagement initiatives, and ensuring accurate patient information is maintained within the electronic health record (EHR). Essential Duties And Responsibilities Welcomes patients, visitors, and community members in a professional, courteous, and patient-centered manner.Serves as an initial point of contact for individuals seeking healthcare services and provides information regarding available medical, dental, behavioral health, psychiatric, and supportive services.Conducts intake to gather information about their needs for services along with their demographics, contact information, insurance, and other information for the registration process.Provides general information regarding insurance coverage, sliding fee scale programs, and available resources and refers patients to Benefits & Eligibility staff for eligibility determinations and registration.In the absence of Benefits & Eligibility staff, assist new patients by providing registration forms, collecting preliminary information and documentation, and facilitating follow-up with Benefits & Eligibility staff. Obtains annual registration updates for established patients.Assists patients with completion of registration forms and explains required documentation, consents, patient rights and responsibilities, privacy practices, and treatment authorization forms.Collects, reviews, and enters required patient information into the Electronic Health Record (EHR) while maintaining data accuracy and completeness.Utilizes sound judgment to promptly assist with registering and facilitating access to care for urgent walk-in patients requiring immediate clinical attention.Maintains accurate, complete, and confidential patient records in compliance with PCH policies, HIPAA regulations, and other applicable laws. Appointment Scheduling and Patient Access Schedules, reschedules, and cancels appointments for medical, dental, behavioral health, and psychiatry services.Maximizes provider schedules by proactively filling appointment openings and accommodating same-day and walk-in appointments whenever possible.Coordinates patient appointments across care teams and service lines to ensure continuity of care.Reviews assigned patient lists, telephone encounters, care gaps, etc., and follows up requests to schedule recommended services.Conducts appointment reminder and confirmation outreach through telephone calls, patient portal messaging, text messaging, email communications, and other approved communication methods.Makes multiple outreach attempts to patients who have not confirmed appointments, following organization protocols.Schedules follow-up appointments at the conclusion of patient visits when appropriate.Assists patients with accessing and utilizing the patient portal, including account activation, navigation, pre-registration, electronic check-in, messaging, and appointment management. Patient Communication and Customer Service Responds to incoming telephone calls, voicemail messages, patient portal inquiries, and walk-in requests in a timely and professional manner.Provides clear and accurate information while demonstrating empathy, professionalism, and excellent customer service.Assists in resolving routine patient concerns and service issues through active listening, problem-solving, and effective communication.Utilizes de-escalation techniques when managing upset or frustrated patients and appropriately escalates concerns to supervisors when needed.Distributes and assists patients with the completion of patient concerns, complaints, and feedback documentation according to agency procedures.Facilitates communication between patients and clinical or administrative staff to support timely resolution of patient needs. Administrative Support and Documentation Performs data entry and maintains accurate patient records within the EHR and other applicable systems.Assists with patient correspondence, including mailing, scanning, uploading, and documentation of required communications within the EHR.Assists with preparation of reports, patient lists, and other administrative data requests, as assigned.Reconciles and documents petty cash transactions in accordance with departmental procedures.Maintains organized records and files in accordance with agency requirements.Adheres to all organizational policies, quality standards, safety protocols, and OSHA guidelines.Performs other duties as assigned. SECRET SANTA PROGRAM AND SPECIAL PROJECTS Assists the Vice President of Health Center Operations with maintaining eligible pediatric patient lists for the Secret Santa holiday giveaway and other organization sponsored assistance programs.Assists with translation of participant forms, wish lists, and related materials.Prepares correspondence, labels, mailings, and other program documentation.Provides administrative support for special projects and community initiatives as assigned. Qualifications To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Required EDUCATION AND EXPERIENCE High School Diploma or General Equivalency Diploma (GED).Minimum six (6) months of customer service experience involving direct interaction with the public.Experience managing multiple tasks in a fast-paced environment while maintaining accuracy and professionalism. Preferred Experience in a medical office, community health center, dental office, behavioral health setting, or other healthcare environment.Experience utilizing Electronic Health Record (EHR) systems.Experience with patient registration, scheduling, insurance verification, or healthcare customer service. Language Requirements Bilingual (English/Spanish) proficiency required DEMONSTRATED COMPETENCIES Strong customer service and patient engagement skills.Proficiency with Microsoft Office applications and Electronic Health Record systems.Excellent organizational and time management skills.Strong attention to detail and data accuracy.Ability to multitask while maintaining a high level of customer service.Ability to exercise discretion and maintain confidentiality.Strong interpersonal and conflict-resolution skills.Ability to work independently and collaboratively within a team environment.Empathetic, compassionate, and culturally responsive approach to patient care.Ability to adapt to changing priorities and operational needs. PAY & BENEFIT INFORMATION $17.50-$21.00/hour* Wage is based on one's experience, qualifications as compared with our position requirements and other similar employees within the organization. Medical, dental, vision, short/long term disability, life, accident, critical illness, hospital indemnity, FSA, Employee Assistance Program, 401(k) retirement plan, paid time off for vacation, sick, personal time, holidays, & wellness day. Professional development membership to Relias Essential Learning.