Patient Service Representative

About the role

Family Health Centers of San Diego’s (FHCSD) mission is to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons. FHCSD operates more than 90 sites across San Diego County, offering a wide range of services including adult care, chronic disease management, pediatrics, comprehensive women’s care, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling, and specialty services like cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also provides supportive services to those who are unsheltered and in need of intensive case management.

Responsibilities

• Effectively manage the patient check-in and check-out process from start to finish, including identification verification, updating or confirming demographic and insurance information, and ensuring appropriate forms are provided and completed accurately.
• Collect specified co-pays and payments from patients per coverage specifications, and from self-pay patients.
• Screen for eligibility and financial assistance.
• Follow policies and procedures in collecting and handling cash.
• Ensure patient information is placed into the Electronic Health Record accurately and in a timely manner.
• Confirm, request, and process referrals and authorizations for specialty services.
• Contact patients to schedule appointments and make reminder/recall notifications.
• Respond to customer billing and payment inquiries on an as needed basis.
• May escalate billing issues as needed.
• Regularly display a proactive approach to customer service by listening to the patient, taking ownership of solutions, and accurately identifying customer needs through involvement of leadership in resolving concerns.
• Perform general clerical duties (i.e., scanning information, tracking data, receiving and sorting correspondence and packages) in an accurate and efficient manner.
• Perform other duties as assigned.

Requirements

• A High School diploma or GED equivalent required.
• Medical Assistant Certification, CNA certification, or Medical Terminology course preferred.
• 1 – 3 years of experience related to administrative/clerical support, or customer service required.
• Bilingual English/Spanish required.
• Traveling between sites and other locations is occasionally required.