Patient Service Representative

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff

Typically the first point of contact in greeting patients, registering patients, and placing patient information into the electronic record keeping system. In addition, will schedule appointments, collect specified payments, and complete insurance eligibility verification. Follow policies and procedures in collecting and handling cash. Dependent upon the size of the area responsible, may encounter a high volume of patients.

Job Roles

• 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.

Education/Certifications/Licenses/Registrations

• High School diploma or GED equivalent required.
• Or equivalent combination of education and experience that provide the skills, knowledge and ability to perform the essential job duties, and which meets any required state or federal certification requirements.
• Medical Assistant certification, C-NA certification, or Medical Terminology course preferred.

Experience/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. Multi-lingual preferred, English, Spanish, Arabic, and Somali depending on current priorities and locations.
• 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: NEVER

Exposure to blood borne pathogens and biohazards: 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

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits.

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)