Patient Service Representative

Job Type

Full-time

Description

Esperanza Health Centers offers benefits to all its full-time employees:

BCBS Medical PPO Plans | Ameritas Dental | Eye Med Vision | Tuition Reimbursement up to $5,000 per year | 10 Paid Holidays and 16 Days of Paid Time Off

Hourly Rate: $19 to $23

Location: Esperanza Brighton Park North (4700 S. California Ave.)

The Patient Services Representative (PSR) plays a vital role as the first point of contact for patients accessing care at Esperanza Health Centers. As an integral member of the care team within the Patient-Centered Medical Home (PCMH) model, the PSR ensures an exceptional patient experience by handling various administrative tasks, facilitating communication between patients and clinical staff, verifying insurance eligibility, managing appointment scheduling and registration processes, and collecting and documenting payments.

Primary Duties and Responsibilities:

Patient Engagement & Communication:

• Ensure excellent customer service by greeting patients, visitors, and families in a professional and friendly manner utilizing the AIDET framework.
• Assist patients with the check-in/check-out process, ensuring all required forms are completed.
• Provide accurate information regarding appointments, services, insurance and other coverage options, and health center policies.
• Maintain confidentiality and security of patient information in compliance with HIPAA and health center policies

• Attend and participate in daily huddle to support efficient and smooth patient flow.
• Communicate regularly with other care team members-especially Medical Assistants and providers-to ensure efficient daily operations and to manage changes effectively.
• Coordinate communication between patients, clinical staff, and other team members.

• Schedule patient appointments, including follow-ups and reschedules or cancelations, according to provider availability and patient needs.
• Confirm and verify patient appointments, ensuring accuracy and timely updates.
• Collaborate with the care team to adjust schedules based on patient flow and provider availability.

• Register new and returning patients, verifying demographic information and insurance details and documenting appropriately in the medical record.
• Obtain and update insurance information and verify coverage and eligibility for each appointment.
• Conduct financial assessments and educate patients on health center programs, sliding fee scales, and other payment options.
• Ensure patient compliance with financial responsibility as agreed upon during initial visit.

• Maintain patient records in accordance with health center policies and regulatory requirements.
• Assist with managing incoming calls, responding to inquiries, and redirecting calls to appropriate departments.
• Assist with patient billing and other inquiries.
• Process payments, issue receipts, balance daily receipts and prepare daily deposit.
• May provide coverage support at any Esperanza Health Centers clinic during staffing shortages as needed.
• May participate in community outreach events, such as health fairs, and represent the organization as needed.

• Minimum 1 year of experience in admin/front desk role required, preferably in a healthcare setting.
• High school diploma or equivalent required; associate degree in healthcare or related field preferred .
• Bilingual English/Spanish proficiency required.
• Experience with AIDET customer service excellence framework preferred
• Excellent customer service skills.
• Computer and internet literacy, and data entry skills.
• Proficiency in electronic health records (EHR) systems, a plus.
• Strong verbal and written communication skills, with the ability to explain health center procedures to patients clearly.
• Strong interpersonal skills and ability to work as part of a care team in a fast-paced environment.
• Excellent organizational skills, attention to detail, and ability to multitask.
• Knowledge of insurance verification processes and billing practices, a plus.
• Demonstrated commitment to providing excellent customer service and patient support in a culturally sensitive manner.