Patient Experience Representative - Santa Cruz

About the Role

Janus of Santa Cruz is seeking a mission‑driven Patient Experience Representative to support patient access and front‑end financial processes. This key role shapes the patient experience—from first contact through admission—by ensuring accurate, timely, and compassionate service. The position will float between Santa Cruz and Watsonville.

Responsibilities

• Patient Access & Intake: Serve as the first point of contact (phone, in‑person, digital); complete intake, screening, and referral workflows; schedule appointments and coordinate admissions.
• Eligibility & Financial Clearance: Verify insurance eligibility and benefits prior to service; support authorization processes; communicate financial expectations (copays, deposits, self‑pay rates).
• Point‑of‑Service Collections: Collect payments in accordance with policy; provide basic financial guidance to patients; maintain accurate transaction documentation.
• Documentation & Compliance: Maintain accurate records in the EHR; ensure compliance with privacy and documentation standards; support audit readiness with consistent data entry.
• Patient Experience: Deliver compassionate, respectful, and professional service; address questions and escalate complex concerns; ensure a smooth and supportive intake journey.

Requirements

• Required:
  • High School Diploma or GED.
  • Basic insurance knowledge.
• Preferred:
  • Experience with insurance authorizations, approvals, denials, and appeals.
  • Knowledge of insurance billing, denials, appeals, and payment posting.
  • Experience with EHR and billing systems.
  • Proficiency in Microsoft Office (Excel, Word, Outlook).
  • Strong organizational and communication skills.
  • Ability to manage multiple priorities in a fast‑paced environment.
  • Commitment to providing excellent patient service.
  • Ability to work with complex systems and detailed data, with strong attention to accuracy, deadlines, and compliance.

Pay

$22.00‑$25.00 hourly

Schedule

Full‑time shift, Sunday – Thursday 5:30 am – 2 pm.

Benefits

• Mission‑driven environment focused on compassionate, high‑quality behavioral health services.
• Culture of compassion and respect.
• Commitment to equity and inclusion.
• Opportunities for professional growth and collaboration.
• Ability to make a measurable difference in people’s lives.