Patient Services Representative
Neighborhood Healthcare, Escondido, CA, United States
Overview
The Patient Services Representative provides front office support to ensure efficient patient access, scheduling coordination, and excellent patient experience. This role serves as the first point of contact for patients and supports clinic operations by managing incoming calls, coordinating appointments, assisting with patient registration, and maintaining accurate scheduling workflows. This role communicates regularly with patients, providers, medical assistants, and leadership teams to ensure smooth clinic operations in a fast-paced environment.
Responsibilities
Patient Experience and Access: Serves as the first point of contact for patients, visitors, and incoming calls
Greets and assists patients in a courteous and professional manner
Schedules, reschedules, and confirms patient appointments in the electronic scheduling system
Conducts appointment reminder calls and communicates visit preparation instructions when needed
Provides clear information regarding clinic processes, appointments, and services
Provider and Team Support: Coordinates scheduling workflows to ensure efficient patient access and clinic flow
Communicates with providers, medical assistants, and nursing staff regarding scheduling needs
Ensures providers have accurate appointment information and schedule updates
Supports care teams by managing appointment availability, cancellations, and schedule adjustments
Front Office and Administrative Support: Verifies patient demographics, insurance information, and registration data
Prepares and verifies patient records prior to appointments
Tracks filled and cancelled appointments and updates scheduling systems accordingly
Receives and records patient payments in the appropriate system when applicable
Ensures patient information is updated accurately in the electronic health record system
Education/Experience
High School Diploma or GED required
One year customer service experience required; healthcare experience preferred
Experience working with electronic medical records and multi-line phone systems preferred
Bilingual preferred depending on site needs
ADDITIONAL QUALIFICATIONS (Knowledge, Skills And Abilities)
Strong communication and leadership abilities
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Ability to work under pressure and be flexible with changing site needs; able to work with people of diverse backgrounds and maintain confidentiality; able to train and manage staff in a collaborative manner
Physical Requirements
Ability to lift/carry 20 lbs
Ability to stand for long periods of time
Compliance (Safety & HIPAA)
Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and reports any injuries and/or unsafe conditions immediately
Maintains current knowledge of policies and procedures as they relate to safe work practices
Follows all safety procedures and reports unsafe conditions
Uses appropriate body mechanics to ensure an injury-free environment
Familiarity with location of nearest fire extinguisher and emergency exits
Follows all infection control procedures including blood-borne pathogen protocols
Maintains privacy of all patients, employees and volunteers information and access such information only on a need-to-know basis for business purposes
Complies with all regulations regarding corporate integrity and security obligations
Reports all behavior and/or activity that are unethical, fraudulent, or unlawful
Compensation
Pay range: $22.88 - $32.03 per hour, depending on experience.
Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, budgetary considerations and organizational needs. Placement within the range is not guaranteed, and the full pay grade range may not be utilized.
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The Patient Services Representative provides front office support to ensure efficient patient access, scheduling coordination, and excellent patient experience. This role serves as the first point of contact for patients and supports clinic operations by managing incoming calls, coordinating appointments, assisting with patient registration, and maintaining accurate scheduling workflows. This role communicates regularly with patients, providers, medical assistants, and leadership teams to ensure smooth clinic operations in a fast-paced environment.
Responsibilities
Patient Experience and Access: Serves as the first point of contact for patients, visitors, and incoming calls
Greets and assists patients in a courteous and professional manner
Schedules, reschedules, and confirms patient appointments in the electronic scheduling system
Conducts appointment reminder calls and communicates visit preparation instructions when needed
Provides clear information regarding clinic processes, appointments, and services
Provider and Team Support: Coordinates scheduling workflows to ensure efficient patient access and clinic flow
Communicates with providers, medical assistants, and nursing staff regarding scheduling needs
Ensures providers have accurate appointment information and schedule updates
Supports care teams by managing appointment availability, cancellations, and schedule adjustments
Front Office and Administrative Support: Verifies patient demographics, insurance information, and registration data
Prepares and verifies patient records prior to appointments
Tracks filled and cancelled appointments and updates scheduling systems accordingly
Receives and records patient payments in the appropriate system when applicable
Ensures patient information is updated accurately in the electronic health record system
Education/Experience
High School Diploma or GED required
One year customer service experience required; healthcare experience preferred
Experience working with electronic medical records and multi-line phone systems preferred
Bilingual preferred depending on site needs
ADDITIONAL QUALIFICATIONS (Knowledge, Skills And Abilities)
Strong communication and leadership abilities
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Ability to work under pressure and be flexible with changing site needs; able to work with people of diverse backgrounds and maintain confidentiality; able to train and manage staff in a collaborative manner
Physical Requirements
Ability to lift/carry 20 lbs
Ability to stand for long periods of time
Compliance (Safety & HIPAA)
Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and reports any injuries and/or unsafe conditions immediately
Maintains current knowledge of policies and procedures as they relate to safe work practices
Follows all safety procedures and reports unsafe conditions
Uses appropriate body mechanics to ensure an injury-free environment
Familiarity with location of nearest fire extinguisher and emergency exits
Follows all infection control procedures including blood-borne pathogen protocols
Maintains privacy of all patients, employees and volunteers information and access such information only on a need-to-know basis for business purposes
Complies with all regulations regarding corporate integrity and security obligations
Reports all behavior and/or activity that are unethical, fraudulent, or unlawful
Compensation
Pay range: $22.88 - $32.03 per hour, depending on experience.
Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, budgetary considerations and organizational needs. Placement within the range is not guaranteed, and the full pay grade range may not be utilized.
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