Patient Experience Representative - Santa Cruz

Janus of Santa Cruz; Santa Cruz (CA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Janus of Santa Cruz is seeking a Patient Experience Representative to support patient access and front-end financial processes. This role shapes the patient experience from first contact through admission, ensuring accurate, timely, and compassionate service.

You will handle intake, eligibility verification, authorization support, and point-of-service financial tasks, contributing to a seamless patient journey across Santa Cruz and Watsonville locations.

Qualifications

• High School Diploma or GED required.
• Experience with insurance authorizations, approvals, denials, and appeals is preferred.
• Experience with insurance billing, denials, appeals, and payment posting.
• Experience with EHR and billing systems.
• Proficiency in Microsoft Office is expected.

Responsibilities

• Serve as the first point of contact (phone, in-person, digital).
• Complete intake, screening, and referral workflows.
• Schedule appointments and coordinate admissions.
• Verify insurance eligibility and benefits prior to service.
• Support authorization processes.
• Communicate financial expectations (copays, deposits, self-pay rates).
• Collect payments and maintain accurate transaction documentation.
• Maintain accurate records in the EHR and ensure privacy and compliance.

Skills

Insurance knowledge

Billing knowledge (denials/appeals)

Microsoft Office

Organizational skills

Communication skills

Education

High School Diploma or GED

Tools

EHR systems

Billing systems

Microsoft Office (Excel/Word/Outlook)

Microsoft Word

Microsoft Outlook

Job description

Description

Janus of Santa Cruz is seeking a mission-driven Patient Experience Representative to support patient access and front-end financial processes. This is a key role shaping the patient experience—from first contact through admission—by ensuring accurate, timely, and compassionate service.

If you’re detail-oriented, patient-focused, and experienced in revenue cycle operations, we’d love to connect with you.

This is a full-time shift, Sunday - Thursday 5:30am - 2pm. This role will float locations between Santa Cruz and Watsonville.

About the Role

Under the supervision of the Patient Experience Supervisor, this position serves as a primary point of contact for patients and plays a critical role in intake, eligibility verification, authorization support, and point-of-service financial processes.

You will help ensure a seamless, respectful, and efficient intake experience for every patient we serve.

What You’ll Do

Patient Access & Intake

• Serve as the first point of contact (phone, in-person, digital)
• Complete intake, screening, and referral workflows
• Schedule appointments and coordinate admissions

Eligibility & Financial Clearance

• Verify insurance eligibility and benefits prior to service
• Support authorization processes
• Communicate financial expectations (copays, deposits, self-pay rates)

Point-of-Service Collections

• Collect payments in accordance with policy
• Provide basic financial guidance to patients
• Maintain accurate transaction documentation

Documentation & Compliance

• Maintain accurate records in the EHR
• Ensure compliance with privacy and documentation standards
• Support audit readiness with consistent data entry

Patient Experience

• Deliver compassionate, respectful, and professional service
• Address questions and elevate complex concerns
• Ensure a smooth and supportive intake journey
  

Requirements

What You Bring

Required:

• High School Diploma or GED
• Basic insurance knowledge is required. Experience with insurance authorizations, approvals, denials, and appeals is preferred and highly valued
• Knowledge of insurance billing, denials, appeals, and payment posting
• Experience with EHR and billing systems
• Proficiency in Microsoft Office (Excel, Word, Outlook)

Preferred Qualities:

• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Commitment to providing excellent patient service

Work Environment & Expectations

• Ability to work with complex systems and detailed data
• Strong attention to accuracy, deadlines, and compliance

Why Join Janus?

At Janus, we are committed to transforming lives and strengthening our community through compassionate, high-quality behavioral health services. When you join our team, you become part of a mission-driven organization that values:

• Compassion and respect
• Equity and inclusion
• Professional growth and collaboration
• Making a measurable difference in people’s lives