Patient Service Representative

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.

Applicants MUST apply for position(s) by submitting a separate application for each individual job posting number they are interested in being considered for.

FTE

1

Scheduled Bi-Weekly Hours

80

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:

$40.42 - $51.10 USD Hour

The Physical Requirements and Working Conditions of this job are available.  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.

Sedentary Work - Duties performed mostly while sitting; walking and standing at times. Occasionally lift or carry up to 10 lbs. Uses hands and fingers. - (Physical Requirements-United States of America)

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.