Patient Service Representative, Float

About the role

Effectively manage the patient check-in and check-out process from start to finish to include identification verification, update or confirm demographic and insurance information, and ensure 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 is able to accurately identify 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.

Responsibilities

• Effectively manage the patient check-in and check-out process from start to finish to include identification verification, update or confirm demographic and insurance information, and ensure 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 is able to accurately identify 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

• High School diploma or GED equivalent required.
• Medical Assistant certification, C-NA certification, or Medical Terminology course preferred.
• Traveling between sites and other locations is occasionally required.
• Must have a valid California driver’s license, an automobile, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended.
• An acceptable driving record is also required.
• California law requires all drivers to obtain a valid California driver’s license within ten days of establishing residency.
• Reasonable accommodation may be provided on a case-by-case basis.
• Mileage and other reimbursement governed by policy.

Specialized Skills (including Language)

• 1 – 3 years of experience related to administrative/clerical support, or customer service required.
• Experience in a healthcare environment preferred.
• Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
• Ability to work both in a team-based environment and independently.
• Sound computer literacy to use a computer system to enter information, manage and schedule appointments, and access electronic medical record information.
• Knowledge of cashiering functions with the ability to record payments and cash received.
• Good written and verbal communication skills to include interpersonal skills with the ability to communicate effectively with a patient base of varying levels of socio-economic and cultural diversity.
• Possess a basic understanding of medical terminology and procedures preferred.
• Ability to maintain confidentiality.
• Ability to listen well in devoting attention to patients and medical professionals.
• Bilingual in English/Spanish preferred.
• Ability to be flexible in recognizing and responding appropriately to changing priorities and situations.

Physical Requirements/Working Environment

• Bending (neck): FREQUENTLY (3 - 6 HRS)
• Bending (waist): RARELY (0-1 HRS)
• Carrying 0 - 10 lbs: CONSTANTLY (6+ HRS)
• Carrying 11 - 25 lbs: RARELY (0-1 HRS)
• Carrying 25 - 50 lbs: NEVER
• Carrying 51 - 75 lbs: NEVER
• Carrying 75 lbs: NEVER
• Climbing (ladder): RARELY (0-1 HRS)
• Climbing (stairs): RARELY (0-1 HRS)
• Driving: To drive from one clinic or another, or in the community: REGULAR DRIVING (MORE THAN 3 DAYS/WEEK)
• Exposure to blood borne pathogens and biohazards: YES
• Exposure risk to aerosol-transmitted diseases: YES
• Exposure to dust, gas, fumes, or chemicals: Office equipment
• Fine manipulation: FREQUENTLY (3 - 6 HRS)
• Kneeling: RARELY (0-1 HRS)
• Lifting 0 - 10 lbs: CONSTANTLY (6+ HRS)
• Lifting 11 - 25 lbs: RARELY (0-1 HRS)
• Power Grasping: NEVER
• Pulling 0 - 10 lbs: CONSTANTLY (6+ HRS)
• Pulling 11 - 25 lbs: RARELY (0-1 HRS)
• Pulling 25 - 50 lbs: NEVER
• Pulling 51 - 75 lbs: NEVER
• Pulling over 75 lbs: NEVER
• Pushing 0 - 10 lbs: CONSTANTLY (6+ HRS)
• Pushing 11 - 25 lbs: RARELY (0-1 HRS)
• Pushing 25 - 50 lbs: NEVER
• Pushing 51 - 75 lbs: NEVER
• Pushing over 75 lbs: NEVER
• Reaching (above shoulder level): FREQUENTLY (3 - 6 HRS)
• Reaching (below shoulder level): FREQUENTLY (3 - 6 HRS)
• Repetitive use of hand: CONSTANTLY (6+ HRS)
• Simple Grasping: FREQUENTLY (3 - 6 HRS)
• Sitting: CONSTANTLY (6+ HRS)
• Standing: FREQUENTLY (3 - 6 HRS)
• Twisting: CONSTANTLY (6+ HRS)
• Use of Personal Protective Equipment: NO
• Walking: FREQUENTLY (3 - 6 HRS)
• Working around equipment and machinery: Office equipment
• Ages of Patients Served: ALL AGES