Patient Services Representative

Overview

Supporting Community Healthcare is a rewarding role, come join a wonderful organization! Life Long Medical Care is looking for a Patient Services Representative (PSR) to join our Call Center team in Berkeley. The PSR serves as front‑line phone staff and “navigators” for our patients, their caregivers and other healthcare entities in our busy Patient Services Call Center. Answer incoming calls, register patients and schedule appointments, triage calls to different departments including urgent calls, document and task messages and other notes in patients’ Electronic Health Record (EHR).

Perform other Patient Services Department duties as needed.

This is a full time, 40 hours/week, benefit eligible position. Bilingual English/Spanish highly preferred.

This position is represented by SEIU-UHW. Salaries and benefits are set by a collective bargaining agreement (CBA), and an employee in this position must remain a member in good standing of SEIU-UHW, as defined in the CBA.

Life Long Medical Care is a multi‑site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient‑centered health home is a dynamic place to work, practice, and grow. We have over 15 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more.

Benefits

Compensation: $20 - $21/hour. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Responsibilities

• Follow all departmental and organizational policies and procedures, and establish and maintain courteous, cooperative relations with the public, patients, and staff from all departments.
• Ensure and promote excellent customer service to all internal and external customers.
• Answer incoming calls and respond to all callers’ inquiries; monitor call center queues to ensure calls are answered in a timely manner and executed correctly.
• Utilize Next Gen Electronic Practice Management (EMP) and Electronic Health Record (EHR) for all patient interactions.
• Schedule/reschedule appointments for patients.
• Triage calls based on established procedures including urgent medical calls. Page health center staff as needed.
• Screen new patients over the phone for eligibility and register as appropriate.
• Maintain established Key Performance Indicators (KPIs) for call volume, call duration and call quality in a fast‑paced, busy call center that receives over 26,000 calls per month.
• Verify current demographics and insurance information with every patient, enroll patients in Life Long Patient Portal, and update information in system as necessary.
• Maintain effective written and verbal communication, including appropriate and clear communication in patients’ EHR and Electronic Practice Management System (EPM).
• Answer non‑patient incoming calls and requests for information, and transfer to the appropriate department(s).
• Answer questions and provide general information, refer to appropriate resources.
• Assist with training and onboarding of new Patient Services Representatives.
• Perform other related duties as required.

Qualifications

• Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive. Ability to show empathy to patients with complex health needs.
• Excellent customer service skills using a positive, proactive, “can‑do” approach.
• Ability to work effectively and calmly under pressure in a positive, friendly manner.
• Ability to work in a fast‑paced environment and juggle multiple tasks.
• Strong problem‑solving skills, and ability to be flexible and adaptive to change.
• Ability to work in a team‑oriented environment with staff with different work and communication styles.

Job Requirements

• One (1) year of multi‑line telephone experience and/or one (1) year experience as medical receptionist with scheduling and telephone experience.
• High school diploma/GED.
• Demonstrated computer skills with standard office software (MS Office) and typing speed of at least 30 WPM.
• Ability to read and comprehend instructions, procedures, emails and memos.
• Ability to abide by Life Long’s Organizational Standards for conduct and attendance.
• Knowledge of basic medical terminology.
• Ability to effectively present information verbally and in written communications to patients and staff.

Job Preferences

• At least one‑year of experience in a healthcare setting preferred including experience in private practice, or a Community Health Center.
• Bilingual English/Spanish highly preferred.

Seniority level

Entry level

Employment type

Full‑time

Job function

Health Care Provider

Industries

Hospitals and Health Care