Patient Services Representative (5827)

Lifelong Medical Care; Berkeley (CA); On-site; USD 39,000 - 53,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid holidays

Flexible Spending Accounts

403(b) retirement plan

Job summary

LifeLong Medical Care in Berkeley is hiring a Patient Services Representative to join our Call Center. You will answer calls, register patients, schedule appointments, and route inquiries to the appropriate departments, using NextGen EMR/EPM tools.

This full-time position requires at least a high school diploma, strong communication, and customer-service focus; bilingual English/Spanish is highly preferred. The role supports diverse patient needs in a busy, community health center environment.

Qualifications

• Strong interpersonal, verbal, and written communication.
• Excellent customer service with a proactive attitude.
• Ability to work calmly under pressure in a fast-paced team.
• Knowledge of basic medical terminology.
• 1 year of multi-line phone experience or medical receptionist experience.
• Proficient computer skills and 30 WPM typing.

Responsibilities

• Answer incoming calls and route inquiries to proper departments.
• Register patients and schedule/reschedule appointments.
• Use NextGen EMR/EPM for patient interactions.
• Maintain patient records and verify insurance information.
• Help train and onboard new Patient Services Representatives.
• Meet call center KPIs including call volume and duration.

Skills

Excellent interpersonal skills

Customer service

Communication skills

Ability to work under pressure

Teamwork

Adaptability

Education

High school diploma/GED

Tools

NextGen

EHR

MS Office

Job description

Job Details

Job Location: Administrative Offices Seventh Street - Berkeley, CA 94710, Position Type: Full Time, Education Level: High School, Salary Range: $22.00 - $22.00 Hourly, Job Shift: Day, Job Category: Entry Level, Supporting Community Healthcare is a rewarding role, come join a wonderful organization! LifeLong Medical Care is looking for a Patient Services Representative (PSR) to join our Call Center team in Berkeley. The PSR serve 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. LifeLong 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: $22/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

• Follows all departmental and organizational policies and procedures, establishes and maintains courteous, cooperative relations with the public, patients, and staff from all departments.
• Ensures and promotes excellent customer service to all internal and external customers.
• Answers incoming calls and responds to all callers’ inquiries; monitors call center queues to ensure calls are answered in a timely manner and executed correctly.
• Utilizes NextGen Electronic Practice Management (EMP) and Electronic Health Record (EHR) for all patient interactions.
• Schedules/reschedules appointments for patients.
• Trages calls based on established procedures including urgent medical calls. Pages health center staff as needed.
• Screens new patients over the phone for eligibility and registers as appropriate.
• Maintains 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.
• Verifies current demographics and insurance information with every patient, enrolls patients in LifeLong Patient Portal, and updates information in system as necessary.
• Maintains effective written and verbal communication including appropriate and clear communication in patients’ Electronic Health Record (EHR) and Electronic Practice Management System (EPM).
• Answers non-patient incoming calls and requests for information, and transfers to the appropriate department(s).
• Answers questions and provides general information, refers to appropriate resources.
• Assists with training and onboarding of new Patient Services Representatives.
• Performs 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 LifeLong’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.