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.

General Job Description

*The Patient Service Representative II provides front office patient services, such as greeting patients, registration, scheduling appointments, waiting room management, cashiering, recall notification, clerical duties, and working with manager to ensure schedules are full. At this level, the PSR II performs front office registration in a busy clinic environment, efficiently handling a large volume of patients in a professional, pleasant manner. In addition, as a Receiving Clerk, processes mail and shipment of goods and assists administration in the effective and efficient operation of the clinic.

Education/Certifications/Licenses/Registrations

*2 year of customer service experience required, preferably in a health care environment.

*High school diploma or GED equivalent required.

*Medical Assistant certification or Medical Terminology course strongly preferred.

*Or equivalent combination of education and experience that provides the skills, knowledge and ability to perform the essential job duties, and which meets any required state or federal certification requirements.

Experience/Specialized skills (including Language)

*Ability to maintain confidentiality and adhere to HIPAA guidelines.

*Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.

*Ability to work well in both a team-based environment and independently.

*Bilingual in English/Spanish or other language may be required depending on assignment.

*Demonstrated ability to be culturally sensitive and respect diversity.

*Demonstrated ability to maintain exceptional working relationships with employees, coworkers, and departments.

*Intermediate computer literacy ability to comply with department needs and expectations (i.e., electronic medical record documentation, obtaining background information and reports on patients, following up on appointments, etc.).

*Intermediate written and verbal communication skills, including ability to communicate effectively with patients and family members who speak English as a second language.

*Knowledge of cashiering functions desired.

*Knowledge of front office procedures and medical terminology preferred.

*Time management skills, including ability to effectively manage patient flow.

Physical Requirements/Working Environment

Bending (neck): FREQUENTLY (3 - 6 HRS)

Bending (waist): FREQUENTLY (3 - 6 HRS)

Carrying 0 - 10 lbs: CONSTANTLY (6+ HRS)

Carrying 11 - 25 lbs: CONSTANTLY (6+ HRS)

Carrying 25 - 50 lbs: OCCASIONALLY (1-3 HRS)

Carrying 51 - 75 lbs: RARELY (0-1 HRS)

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: CONSTANTLY (6+ HRS)

Lifting 25 - 50 lbs: OCCASIONALLY (1-3 HRS)

Lifting 51 - 75 lbs: RARELY (0-1 HRS)

Lifting over 75 lbs: NEVER

Power Grasping: OCCASIONALLY (1-3 HRS)

Pulling 0 - 10 lbs: CONSTANTLY (6+ HRS)

Pulling 11 - 25 lbs: CONSTANTLY (6+ HRS)

Pulling 25 - 50 lbs: OCCASIONALLY (1-3 HRS)

Pulling 51 - 75 lbs: RARELY (0-1 HRS)

Pulling over 75 lbs: NEVER

Pushing 0 - 10 lbs: CONSTANTLY (6+ HRS)

Pushing 11 - 25 lbs: CONSTANTLY (6+ HRS)

Pushing 25 - 50 lbs: OCCASIONALLY (1-3 HRS)

Pushing 51 - 75 lbs: RARELY (0-1 HRS)

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: CONSTANTLY (6+ HRS)

Twisting: CONSTANTLY (6+ HRS)

Use of Personal Protective Equipment: MASKS AND GLOVES

Walking: CONSTANTLY (6+ HRS)

Working around equipment and machinery: Office equipment

Ages of Patients Served: ALL AGES

Job Roles

*Collects specified co-pays and payments from patients per coverage specifications and from self-pay patients. Makes every attempt to collect past due balances at the time of patient visit. Balances daily cash reports.

*Completes all required documentation accurately, in a timely manner, and thoroughly in accordance with department standards; in addition, documentation complies with insurance and program requirements.

*Contacts patients to schedule appointments and make reminder/recall notifications; reschedules and follows up with canceled/no-show appointments. Confirms appointments and fills in those slots that cancel using waiting list.

*Greets patients and answers telephone in a pleasant and professional manner. Uses excellent and effective customer service skills to provide patients with necessary information and/ or to direct them to other appropriate resources or otherwise meets the service needs of the patient. Stays current with programs and services offered at FHCSD in order to provide this assistance to patients.

*Performs clerical duties, such as data entry, filing, composing business documents and reports, scanning, tracking data, receiving and sorting correspondence, and other duties of similar scope.

*Performs other duties as assigned.

*Performs Receiving Clerk job duties, including receiving, distributing and documenting receipt of goods delivered; maintain log of items ordered and received; maintains mail machine; orders supplies & postage; maintains receiving room in a neat & orderly fashion; processes outgoing mail; handles lab specimens appropriately.

*Registers patients, ensuring all steps of registration are completed (confirming Patient Consent Forms and Demographic information is up-to-date; screening for eligibility and financial assistance; reading and taking action on ALERT field items; entering patient data into computer accurately, etc.).

*Understand and implement processes and activities supporting patient flow and other improvement initiatives.

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)