Patient Services Representative

At DAP Health we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider we deliver compassionate high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health wellness programs and beyond with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate innovative organization dedicated to making a meaningful impact in the lives of those we serve. If youre looking for a dynamic and purpose-driven environment we invite you to explore the opportunity to contribute to our mission.

Job Summary

Under the direction of the Clinic Manager Clinic Administrator or Patient Services Representative Supervisor the Patient Services Representative plays a key role in providing exceptional customer service to patients by greeting them warmly answering any inquiries they may have and ensuring they have a positive experience during their visit. The Patient Services Representative must have a strong attention to detail and the ability to multitask in a fast-paced environment. This position requires excellent interpersonal and customer services skills and must be courteous and helpful to everyone walking into a clinic.

Supervisory Responsibilities: None

Essential Duties/Responsibilities

• Greet and assist everyone who walks in the door with eye contact and a smile ensuring everyone feels welcome and cared for
• Register new patients and patients who have fallen out of care either in person or over the phone
• Gather all documents required for new patient registration ensuring accurate patient demographics and guarantor information at every patient visit
• Identify patients who require program assistance and schedule patients with Care Coordinator Specialist for assessment and program enrollment
• Answer incoming calls within 3-4 rings and make patient calls in a courteous and professional manner
• Return voicemails by the end of the next business day
• Schedule patient follow-up appointments confirm upcoming appointments and reschedule as indicated
• Ensure that appropriate insurance is selected for services rendered for the date of the scheduled visit
• Check patients in and out for scheduled or walk-in appointments
• Ensure patients are empaneled according to provider of record and keep up to date with the providers panel management
• Assist and encourage patients with signing up for MyChart
• Answer MyChart patient messages related to registration and/or appointment scheduling
• Assist patients using tablets or other devices to obtain demographic information required to establish electronic record as needed
• Run review and demonstrate understanding of insurance eligibility
• Scan all information pertaining to registration into EHR
• Monitor and respond to website inquiries requesting new patient information
• Collect and turn in Release of Information (ROI) to HIM department
• Collect applicable co-pays and outstanding balances at time of check in
• Keep track of daily incoming documentation for providers
• Follow up on no-shows and send out no-show letter as stated on no-show workflows
• Advise Case Manager or EIS Worker when patients indicate need for linkage to internal/external resources (when applicable)
• Keep supervisor informed of office equipment upkeep/maintenance
• Complete appointment confirmation calls for unconfirmed patients 24 hours prior
• Perform other duties as assigned

Required Skills/Abilities

• Ability to maintain recognized medical industry standards of high quality client-centered services that are HIPAA compliant
• Proficiency in MS Office applications
• Computer expertise in database input
• Effective communication skills both written and oral
• Excellent customer service skills
• Bilingual in Spanish/English preferred

Education and Experience

• At least 1 year of experience in medical front office operations preferred including but not limited to registration process use of medical terminology medical insurance and referral authorizations
• Previous experience working with Electronic Health Records preferred
• Current BLS certification obtained through the American Heart Association or American Red Cross

Working Conditions/Physical Requirements

• Ability to lift 24 pounds
• Operates in an office setting at times and requires frequent times of sitting standing repetitive motion and frequent phone calls/conversations