Patient Services Representative (Healthline)

Position Summary:
San Ysidro’s Healthline supports patients seeking urgent medical care via telephone or video. Under direct supervision and within established scope of practice, this position provides front office support for telehealth patient visits in a call center setting.

Essential Functions:

• Upholds San Ysidro Health’s Policies and Procedures, Core Values and competencies and applicable state, federal and local laws.
• Completes registration processes in NextGen, screens for eligibility and financial assistance and updates records in accordance with established payer policy and program guidelines.
• Uses payer resources (RTS) and websites to explore and access eligibility; for varies insurance such as Medi-Cal, Medicare, Manage Care, Commercial, etc.
• Administers and determines patient eligibility for Sliding Fee Discounts Program.
• Work with Mitel phone system.
• Schedule patient in provider Mitel Queue.
• Review Mitel Queue dashboard for provider’s availability.
• Communicates patient needs to provider as necessary.
• Documents pertinent patient information, procedures and patient responses in patients’ Chart, following established SYH guidelines and maintaining patient confidentiality.
• Responds to requests for information and inquiries related to patient access processes, policies,
• and/or other related information; researches and resolves customer problems.
• Recognizes need for immediate and urgent services.
• Assists in care and maintenance of department equipment and supplies.

Customer Service/Patient-Centered Care:

• Practices customer service standards as defined by SYH and specified clinic.
• Anticipates the customer’s needs, takes proactive steps to meet those needs, by listening and taking responsibility within scope to ensure issues are resolved.
• Promptly responds to alarms and patient requests.
• Facilitates the customer’s ability to utilize resources.
• Assures a clean, orderly, and functional work environment.

Team Commitment:

• Effective team member who is adaptable, cooperative, and willing to assist others.
• Works collaboratively with others to meet shared objectives.
• Manages difficult or conflict situations constructively and seeks appropriate assistance.
• Takes accountability for own actions.
• Actively participates in departmental professional development activities.
• Adheres to Attendance Policy.

Basic Qualifications:

• High School diploma or GED

Additional Requirements:

• Ability to read, write and comprehend medical information and terminology.
• Ability to effectively present information, both verbal and written.
• Demonstrated ability to use personal computer.
• Telephone etiquette
• Ability to type 25 wpm
• Able to adapt to organizational changes and functions.
• Participates in educational programs and in-service meetings.
• Attends meetings as required.
• Performs other related duties as assigned or requested by the Patient Access Supervisor/Patient Access Lead.

Preferred:

• One year experience in a medical setting, preferably front desk, reception or call center.
• At least 1 year of telephonic customer service experience preferred
• Bilingual: Spanish, Tagalog, or Arabic language.

Working Conditions and Physical Requirements:

• May be required to work evenings and/or weekends.
• Reliable transportation necessary for traveling to assist with providing coverage as needed throughout all SYH clinic locations.

About Us

San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family.

The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees.

Apply today and become a part of our mission-driven team!

San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to reace, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.