Patient Services Representative

DescriptionAt 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 you're 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 provider's 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

QualificationsRequired 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