Patient Service Representative - PD - Days - Patient Access @ MV

El Camino Health; Mountain View (CA); On-site; USD 55,000 - 70,000; Full time

Job summary

El Camino Health in Mountain View, CA is seeking a Patient Services Representative to be the primary contact for electronic scheduling and registration. You will coordinate patient and provider schedules and guide patients through the care journey, including eligibility, benefits verification, and out-of-pocket responsibilities.

You'll perform scheduling, registration, and customer service duties, manage referrals and pre-visit instructions, and contribute to a positive patient experience

Qualifications

• High School Diploma required, Associates degree preferred.
• Two years medical office or medical insurance experience.
• Clear, courteous and pleasant communication with grammar and tone.
• Excellent customer service and multitasking abilities.
• Self-motivated, goal oriented and team oriented.
• Attention to detail and accuracy; quick learner of new processes.
• Analytical and problem-solving skills; proficient with Microsoft Office.
• Able to type 25 words per minute; scheduling or hospital registration experience preferred.
• Experience with government and commercial insurance programs a plus.

Responsibilities

• Serve as the primary contact for patient electronic scheduling and registration.
• Verify insurance benefits/eligibility, collect co-pays, and obtain authorizations when assigned.
• Schedule appointments, manage provider schedules, and address access issues.
• Contribute to patient satisfaction by providing a high-quality, informed experience.

Skills

Excellent customer service

Communication skills

Multitasking

Team oriented

Attention to detail

Typing 25 wpm

Microsoft Office

Scheduling experience

Problem solving

Education

High School Diploma

Associate degree

Tools

Price Estimator Tool

Job description

El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care. Come join the team that makes this happen.

FTE 0 Scheduled Bi-Weekly Hours 0 Work Shift Day: 8 hours

Job Description

The Patient Services Representative serves as the primary point of contact for patient electronic scheduling and registration. The role supports operations by coordinating schedules for patients and providers. The position works with patients, families, providers, clinical and non-clinical staff to coordinate the patient's experience throughout the process of accessing healthcare. Interviews patients either by telephone or in person to effectively schedule and register. Establishes eligibility, verification of benefits, and identifying and collects co-payments as appropriate. Obtains Authorizations if assigned. Communicates patient out of pocket responsibilities for services provided to the patient using a "Patient Friendly" approach. May perform other duties as assigned.

Registration

Collects, verifies and updates patient demographic and guarantor information. Verifies insurance benefits/eligibility, manages referrals runs the patient estimate using the Price Estimator Tool. Collects co-pays and patient's estimated out of pocket expense as appropriate.

Scheduling

Performs appointment scheduling, registration and customer service duties; answers incoming phone calls, makes appointments, monitors access issues with provider schedules that affect patient satisfaction, and communicates issues to Supervisor. Ensures schedules are appropriate use of clinical resources. Follows established parameters to ensure procedures, treatments, test, are scheduled with the required amount of time and effectively utilize resources.

Patient Satisfaction

This position is a key contributor to patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high quality contact experience for the patient with every interaction. Creates a positive patient experience improving patient satisfaction by facilitating appointment scheduling and preregistration at one point of contact. This process will also give the patient the appropriate instructions pertinent to their service, the financial liability as it relates to their scheduled service, and direction to the Hospital Service Department prior to their visit.

Qualifications

• High School Diploma required, Associates degree preferred
• Two (2) years medical office or medical insurance experience
• Demonstrates clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation and tone
• Excellent customer service skills
• High level of self-motivation and goal oriented with the ability to multitask
• Team oriented
• Positive, open-minded, and focused on continuous improvement
• Ability to learn new processes, procedures and software programs quickly, while demonstrating attention to detail and accuracy
• Analytical and problem solving skills
• Proficiency with Microsoft Office and comfort with navigating multiple applications simultaneously
• Able to type 25 words per minute
• Scheduling or hospital registration experience preferred
• Experience in government and commercial insurance program, Third Party Payor, Medicare, MediCal, and other regulatory knowledge a plus.

Salary Range

Salary Range: $40.42 - $51.10 USD Hour

Physical Requirements and Working Conditions

Physical Requirements and Working Conditions of this job are available.

• Sedentary Work - Duties performed mostly while sitting; walking and standing at times. Occasionally lift or carry up to 10 lbs. Uses hands and fingers.

El Camino Health will provide reasonable accommodations to qualified individuals with a disability if that will allow them to perform the essential functions of a job unless doing so creates an undue hardship for the hospital, or causes a direct threat to these individuals or others in the workplace which cannot be eliminated by reasonable accommodation.

An Equal Opportunity Employer

El Camino Health seeks and values a diverse workforce. The organization is an equal opportunity employer and makes employment decisions on the basis of qualifications and competencies.

El Camino Health prohibits discrimination in employment based on race, ancestry, national origin, color, sex, sexual orientation, gender identity, religion, disability, marital status, age, medical condition or any other status protected by law.

In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.

At El Camino Health, our nationally recognized doctors and care teams are committed to providing you with high-quality, excellent care. We aim to deliver a healthcare experience that is designed around your individual needs.

When you choose El Camino Health for your care, you can count on:

• Distinguished hospitals. Our fully accredited hospitals, Los Gatos, and Mountain View, have received numerous awards and honors for high-quality healthcare.
• Exceptional talent. Our reputation attracts high-caliber doctors who are approachable and friendly, a nursing culture exceptional for its highly personalized patient and family care, and leadership with a deeply personal commitment.
• Innovative approaches to care. We seek new treatments and techniques, and contribute to the medical community through clinical trials.
• Our urgent care sites powered by Carbon Health enable easy, immediate scheduling and follow up through the Carbon Health app.
• A focus on health. Our regional Men's Health Program offers a team approach to care and has a variety of specialists who are focused on men’s health issues, including heart and vascular, urology, sleep disorders, sexual dysfunction and healthy weight.
• We created the South Asian Heart Center and the Chinese Health Initiative to address unique health disparities in our patient population.
• A healing environment. Our spaces were specially designed for tranquility and comfort.