Medical Patient Services Representative - English/Spanish

Patient Services Representative (Medical Reception)

Location: Winters, CA 

Hours/ week: 40

Wage rate: $19 - $22/ hour, plus full benefits paid at 100% for employee, 30 days off/ year, 401K

NOTE: If you are viewing this posting on an external job site and wish to apply, please apply on our website directly for full consideration of your application: https://wintershealth.bamboohr.com/careers/95?source=aWQ9MTc%3D 

We are looking for a passionate and motivated Patient Services Representative (PSR) (bilingual in English & Spanish) to join our team! 

As a Medical PSR, you will be one of the first people that our patients will come into contact with, whether it be on the phone or in-person with both English and Spanish speaking patients. You would be a keeper of the schedule and assist patients by scheduling appointments, confirming appointments, checking them in/out in the electronic health record, determining insurance eligibility, collecting payment, and referring patients to our Enrollment Counselors if needed. The PSRs will alternate between the front desk greeting and checking in patients, and in the call center scheduling and confirming appointments. 

The ideal candidate is a quick learner, well-organized, bilingual in English and Spanish, and has a significant background in providing excellent customer service! The ideal candidate enjoys working with people, making connections, and building relationships. In addition, the ideal candidate will have strong communication skills, – listening included – the ability to establish effective, trusting relationships, and a passion to provide exceptional care to the patients of Winters Healthcare as we partner with them in their health journey. Can you see yourself here? We hope so!

Responsibilities:

• Communicate, collaborate and work in a team-oriented environment supporting our model of care
• Greet patients, answer questions, answer phones, route calls, schedule and confirm appointments
• Determine insurance coverage and eligibility for various insurances and programs

Qualifications:

• Bilingual fluency in English/Spanish is required (ability to read, write, and speak)
• Significant background providing outstanding customer service
• Strong computer skills; knowledge of Open Dental and eClinical Works is preferred.
• Experience in a medical setting and medical front office is preferred; experience in a Federally Qualified Health Center is a plus!

Hours:

• This position will be a regular position at 40 hours per week. 
• A minimum of one evening shift per week are required. You will have a pretty set schedule with 3 or 4 days scheduled from 8am - 5pm, and 1 or 2 days scheduled from 11am - 8pm.

Compensation and Benefits:

• The hourly rate range is $19- $22/ hour and is dependent on experience. 
• Covered insurances include medical, dental, vision, life, AD&D, and long-term disability – 100% covered for employee
• Paid Time Off, floating holidays, and paid holidays off. (up to ~30 days off/ year)
• 401K retirement match program - matched at 3%
• Flexible Spending Account (FSA)

Here at Winters Healthcare, we know that we are a unique organization and we love what we do and for whom we do it. We are big on fit, and while we will assess that fit, we understand that you are doing the same. Tell us what your interests are and let’s collaborate together to do great things for our patients and our community!

Interested candidates, please submit your resume and a brief cover letter describing why you would like to join our team.

See below for full job description: 

Patient Services Representative

The Patient Service Representative (PSR) works within a model of team based care as part of the care team and cares for patients and supports the team in the role of the Front Office. The PSR is responsible for being the first point of communication with patients. The receptionist does patient scheduling, verification of information, routing phone calls, and collecting patient payment. Responsible for helping patients qualify for in-house, Federal, State or county discounted programs or refer to our Certified Enrollment Counselors. Provides administrative support including general clerical, receptionist, and project based work. The Front Office Receptionist is also responsible for working in a team based environment supporting the Relationship Based Model of Care.

The ideal candidate enjoys: working on a team, being with people (co-workers, patients, community, etc.), collaborating, being innovative, and building connections and relationships. We are a unique organization and value the relationships we develop with one another to improve the health of our community.

Essential Functions:

• Communicate, collaborate and work in a team-oriented environment supporting the Relationship Based Model of Care
• Unlock/lock, open/close main health center doors at opening and closing times.
• Greet patients, answer phone, route calls, schedule and confirm appointments
• Verify patient demographic information, insurance coverage and eligibility for various programs    
• Answer questions from patients, clerical staff, insurance companies

• Call patient for all missed appointments to ensure they are rescheduled for care services
• Appropriately schedule/reschedule appointments as requested, following appointment guidelines
• Verify patient demographics, insurance coverage and determine eligibility for various programs; offering SFS to non-insured patients, providing qualifications for SFS, and determine eligibility

• Monitor telephone encounters and voicemail messages, addressing within one business day.
• Assist patients with filling out forms, if necessary
• Evaluate patient’s financial status and establish budget payment plans when necessary.
• “scrub” charts, determine insurance coverage and eligibility for various programs
• Participate in educational activities and attend staff meetings
• When receiving a patient complaint, remain calm, acknowledge the patient’s concern, and follow up with the team to debrief and rectify issue.
• Work closely with Revenue Cycle Manager, Medical Supervisors/Managers, and Lead PSR on new and updated workflows, trainings, resources, and support
• Support performance and quality improvement efforts, and participate in related activities as required.
• Other duties as assigned

Minimum Requirements

Education and Work Experience

• High school diploma or equivalent,
• Minimum of two years providing customer service
• CPR certification (or within 60 days of hire)

Knowledge, Skills and Abilities:

• Fluency (the ability to read, write and speak) in English and Spanish

• Well-organized and detail-oriented with the ability to establish and maintain working relationships with patients, employees and the public
• Experience operating standard office equipment
• Requires effective oral and written communication skills, excellent interpersonal skills, & computer literacy.
• Emotional intelligence and critical thinking skills
• Ability and comfort building relationships with coworkers and patients
• Demonstrated team experience and proven successes in implementation of team goals
• Significant background providing outstanding customer service
• Proficient in computer programs such as Microsoft Office: Word, Excel, Outlook
• A passion and dedication for serving the healthcare needs of our clients

• Knowledge of eClinical Works (eCW) and Microsoft software applications
• Previous experience with Federally Qualified Health Centers (FQHC), low income or medically underserved populations preferred

Other Requirements:

• Authorization and consent for Winters Healthcare to investigate candidate’s background with a consumer report for employment purposes, to evaluate candidate/employee for employment, promotion, reassignment, or retention as an employee

Additional Desired Qualifications:

• Experience in a medical office is preferred; health center setting is highly desirable.
• Graduation from an accredited front/back office Administrative MA or DA training program
• Knowledge of county programs such as Family PACT, CHDP and Healthy Families

Operating hours:

• Monday, Tuesday, and Thursday: 8:00 am – 8:00pm; Wednesday and Friday: 8:00 am – 5:00pm.

Working Hours:

• This position is a regular, full-time position at 40 hours per week.
• A minimum of one evening per week is required.

Physical Demands:
While performing the duties and tasks of this job, Employee is regularly required to stand; walk; work on irregular surfaces;  reach with hands and arms; use hands to finger, handle or feel objects, tools, or controls; talk or hear; and taste or smell. Employee is occasionally required to sit and stoop, kneel, crouch, bend, squat, twist or crawl. This job requires physical effort and the ability to place or retrieve items at below waist level may be required.

Employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and depth perception, and the ability to adjust focus.  Employee occasionally may be required to transfer patients to/from a wheelchair. The physical demands described here are representative of those that must be met by Employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environmental/ Working Conditions:

The environment is a standard office environment.  Regular office hours are Monday through Friday. Occasionally, evenings, weekends and overtime may be required.  Office hours may be changed as business needs dictate.  The working environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

While performing the duties of this job, Employee is occasionally exposed to toxic or caustic chemicals, required to work near moving mechanical parts and sharp instruments, and may be at risk of electrical shock. The noise level in the work environment is usually moderate.