DEPARTMENT:

Operations

PROGRAM:

Operations

POSITION:

Patient Service Representative

REPORTS TO:

Patient Service Manager

SALARY:

$22.25/Hourly

DEFINITION:

Under the general supervision of the Senior Patient Service Manager, Serves as the first point of contact for patients entering the medical facility. Greets and checks-in patients, answers incoming telephone calls, verifies information, schedules appointments. The Patient Service Representative also provides information and updates Electronic Health record (EHR). Facilitates intake procedures such as completion of healthcare and insurance forms and collecting payments for services. Gains confidence and cooperation from the patient, their family/support group, and other healthcare providers through competent job performance and effective communication. Adheres to all organizational, local/state/federal regulations, codes, policies and procedures to ensure privacy and safety while delivering superior patient care. May also be responsible for performing specific tasks. The Patient service Representative is to project the professional organization image through public perception and telephone interaction.

1. Possession of a high school diploma or its equivalent. 

1. Ability to work well under pressure

1. Excels at providing a warm rapport and professional telephone and in person experience

1. Must have patience to receive, relay, and place high volume telephone calls throughout the day in accordance with health center policies and prescribed methods of Patient Service operations

1. One year of recent full-time paid employment interviewing and enrolling eligible applicants into health insurance programs, preferably in a community health center setting is desired

1. Experience using the Epic Electronic Practice Management System for patient appointment scheduling and appointment check-in is desired

1. Must write and speak clearly and effectively to a wide variety of individuals.

1. Fluent in both English and Spanish preferred

1. Ability to type at least 25 words per minute and experience working with Microsoft Windows, Outlook, and Excel

1. Ability to work well with and relate effectively to the public, patients, co-workers, other service units and agency staff

1. Must be able to pass a physical examination and be free of communicable diseases

1. In a courteous and professional manner greet patients. Answer Phone calls, register new patients, Confirm and update demographics, scrub schedule, check insurance eligibility. Register new patients and assess their eligibility for a variety of third party payor programs, in accordance with written procedures; completes all necessary paperwork; assigns appropriate payor codes; enters information into the computer system and routes encounter forms appropriately.

1. Clearly communicates and provides information to patients regarding appointments, eligibility guidelines and services covered by various County, State, and federally funded programs, clinic programs, and service information in person and physically. Also uses the computer terminal to update patient demographic, insurance, and other information as needed at the time of each visit or telephone call.

1. In a courteous and professional manner, may assist patients and families with personal and environmental difficulties that predispose to illness or interfere with obtaining maximum benefits through referrals to other agencies and institutions, or to one of the Council’s Patient Care Coordinators; documents all referrals and follow-ups in  patient chart as appropriate.

1. Enroll patients in Medi-Cal, Covered California, HealthPac, Calfresh, FamPact,Sliding Fee Program,CHDP Program, Every Woman Counts Program, and other programs.  

1. In a courteous and professional manner, schedules patients for appointments to various providers and service units, collects patient payments, provides change as needed, issues receipts and forwards monies to the Accounting Department with copies of the receipts.  Is personally responsible, as custodian, for maintaining cash receipts and change funds in accordance with written procedures

1. Contact scheduled patients regarding appointment also conduct outreach calls to patients.

1. Provides backup for other staff when necessary to insure that there is continued, uninterrupted patient flow.

1. Attends staff meetings and in-service training sessions, as scheduled; reads, understands, and follows those procedures relevant to the assigned duties; and advises the supervisor of any difficulties in either understanding or performing the assigned tasks.

1. Becomes knowledgeable about other programs and services within the Council, and how to refer patients and others appropriately

1. Performs other duties that are related to registration, call center, or other tasks that are clerical in nature.

1. Attends work regularly and punctually; is readily accessible during work hours to peers; limits absences from own duty stations and limits visits and activities which distract others from their performance of duties.

1. Works cooperatively with immediate supervisor, with department members, and with other Council staff persons, as required

3.         Treats all patients / clients / visitors with respect and courtesy.

1. Remains competent in skills required for position.

1.       During the initial thirty (30) days of employment, becomes and remains knowledgeable about and in compliance with the Council's and Department policies and procedures in the following areas:

1. Confidentiality of patient / client / fellow employee and supplier records
2. Patient's rights and responsibilities.
3. Professional and business ethics.
4. Continuous quality and improvement.
5. Safety and security of person and property.
6. Infection control.
7. Hazardous materials and waste.
8. Life safety and emergency preparedness.

1. Maintains a working knowledge about and in continued compliance with all of those areas listed under item (5) throughout your employment with the Council.

1. Provides care appropriate to the age of the patients / clients / visitors served.

1. This position falls under an exclusive bargaining agreement with Health Care Workers’ West Union, Local 250, SEIU, AFL-CIO; and requires employee membership.

APPLY:

WEST OAKLAND HEALTH CENTER

HUMAN RESOURCES DEPARTMENT

700 ADELINE STREET

OAKLAND, CA 94607

CLOSING DATE:

UNTIL FILLED