Patient Experience Representative - Santa Cruz

About the role

This is a key role shaping the patient experience—from first contact through admission—by ensuring accurate, timely, and compassionate service.

Responsibilities

• Serve as the first point of contact (phone, in-person, digital)
• Complete intake, screening, and referral workflows
• Schedule appointments and coordinate admissions
• Verify insurance eligibility and benefits prior to service
• Support authorization processes
• Communicate financial expectations (copays, deposits, self-pay rates)
• 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

• High School Diploma or GED
• Basic insurance knowledge is required. Experience with insurance authorizations, approvals, denials, and appeals is preferred and highly valued
• Knowledge of insurance billing, denials, appeals, and payment posting
• Proficiency in Microsoft Office (Excel, Word, Outlook)

Preferred Qualities

• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Commitment to providing excellent patient service

Work Environment & Expectations

• Ability to work with complex systems and detailed data
• Strong attention to accuracy, deadlines, and compliance

Benefits

Not specified

Pay

$23.50-$25.00 hourly

Schedule

Sunday through Thursday 5:30am - 2:00pm