Patient Services Rep - East Compton Clinic

Patient Experience & Front Desk Operations

Serve as the first welcoming point for patients and visitors, using exceptional customer service, professionalism, and cultural sensitivity. Create and maintain an inviting, orderly, and patient-centered reception environment. Support patients through check-in/check-out processes with accuracy, compassion, and efficiency. Respond promptly to patient needs, questions, and concerns—escalating issues when appropriate. Maintain confidentiality and uphold patient rights at all times. Works constructively and collaboratively with nursing and provider staff to solve problems and create efficiencies to improve the patient experience. Encourage patient feedback through promotion of patient satisfaction surveys.

Registration & Revenue Cycle Integrity

• Perform complete and accurate patient registration, including demographic updates, consent forms, HIPAA documentation, and insurance capture.
• Verify insurance eligibility at every encounter for federal, state, and commercial plans; confirm primary vs. secondary coverage and update payer sequence.
• Validate insurance cards and photo identification to ensure correct coverage assignment and reduce claim errors.
• Collect copayments, self-pay amounts, share of cost, co-insurance, and other patient-responsible balances in accordance with organizational policies.
• Conduct other financial qualifications for patients without insurance coverage including the sliding fee scale (SFS).
• Participate in routine self-audits and revenue cycle audits; close identified gaps promptly.
• Ensure compliance with established workflows, payer rules, scheduling guidelines, and frontend best practices.

Scheduling & Provider Support

• Maintain accurate, up-to-date appointment schedules for all physicians, advanced practice providers, and ancillary services including lab and nursing visits.
• Fill available appointment slots in alignment with scheduling protocols and access standards.
• Support schedule management during provider changes, including patient displacement and rescheduling appointments, and outreach for no-shows.
• Monitor patient flow and notify providers or care teams of delays; escalate delays exceeding acceptable thresholds (e.g., >15 minutes).
• Execute outreach calls for post-discharge patients from the Emergency Department and inpatient settings to facilitate appropriate and timely discharge follow-up appointments.

Communication & Administrative Support

• Answer phones promptly and professionally; route calls to appropriate departments or resolve issues when possible.
• Provide patients with accurate directions, instructions, and clinic information.
• Prepare, organize, and maintain necessary front desk materials, including new patient packets and downtime documentation.
• Maintain EMR accuracy by filing, retrieving, and forwarding records as needed, ensuring availability of treatment information.
• Support clinical and administrative team members with information, communication, and coordination to ensure operational excellence.
• Respond to emergency situations according to established protocols.

Other

• Performs other duties as assigned by management.

Position Requirements

• Education: High School graduate or equivalent required. Front office training education preferred.
• Experience: At least one (1) year of experience in a medical front office setting or similar. At least one (1) year of experience with direct handling of insurance eligibility/verification. At least one (1) year of experience with using electronic medical records, electronic patient registration and scheduling. Medical Assistant front office experience preferred.
• Qualifications/Experience: Exceptional customer service and communication skills. Demonstrated ability to multitask in a fast-paced clinical environment. Strong understanding of insurance eligibility, coordination of benefits, and medical office billing workflows. High level of accuracy, organization, and attention to detail. Proficiency with scheduling systems and electronic medical records. Bilingual Spanish skills strongly preferred.