Patient Service Representative, Coordinator

Impact Lives, Impact Community Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 62 sites, over 227,000 patients, and over 417,000 visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff. General Job Description The Patient Service Representative Coordinator ensures exceptional front office customer service by coordinating and registering patients, scheduling appointments, waiting room management, cashiering, recall notification, and clerical duties. The Coordinator serves as the subject matter expert, providing substantial input on hiring and performance management of staff, supervising as many as three PSRs. Job Roles * Assists in planning and creating PSR schedules, ensuring optimal coverage and good utilization. * Builds positive relationships, inspires others to perform at a higher level, prepares career development plans and retains an accountable workforce. * Coaches and counsels staff and administers appropriate disciplinary action in a timely manner. * Collects specified co-pays and payments from patients per coverage specifications and from self-pay patients. Makes every attempt to collect past due balances at the time of patient visit. Balances daily cash reports. * Completes all required documentation accurately, in a timely manner, and thoroughly in accordance with department standards; in addition, documentation complies with insurance and program requirements, assuring placement into patient’s Electronic Health Record. * Completes registration processes, screens for eligibility and financial assistance, reads and takes action on ALERT field items and updates in accordance with established payer policy and program guidelines. * Confirms, requests, and processes referrals and authorizations for specialty services. * Contacts patients to schedule appointments and make reminder/recall notifications. * Oversees, monitors, and audits the timely and accurate execution of registration activities. * Participates in continuous improvement activities and ensures appropriate Lean tools (i.e., 5S, A3) are deployed and results are evaluated and/or measured. * Performs clerical duties such as scanning, tracking data, receiving and sorting correspondence and packages, accurately and efficiently. * Performs other duties as assigned. * Provides input in hiring and performance reviews for PSRs. * Provides/ensures staff receive all new hire and annual trainings on time. Education/Certifications/Licenses/Registrations * At least 3 years experience in specialty care including but not limited to rheumatology, podiatry and cardiology, including referral and authorizations processing. * At least 7 years of customer service experience in a healthcare environment required. * College level coursework in business, healthcare administration, or closely related field required. * High school diploma or GED equivalent required. Experience/Specialized skills (including Language) * Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment. * Ability to work well in both a team-based environment and independently. * Basic computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information). * Bilingual in English/ Spanish preferred. * Intermediate knowledge of the functions and programs of the assigned specialty area. * Intermediate written and verbal communication skills. * Knowledge of cashiering functions. * Knowledge of front office procedures and medical terminology. Physical Requirements/Working Environment Bending (neck): OCCASIONALLY (1 - 3 HRS) Bending (waist): RARELY (0-1 HRS) Carrying 0 - 10 lbs: OCCASIONALLY (1 - 3 HRS) Carrying 11 - 25 lbs: RARELY (0-1 HRS) Carrying 25 - 50 lbs: NEVER Carrying 51 - 75 lbs: NEVER Carrying 75 lbs: NEVER Climbing (ladder): NEVER Climbing (stairs): RARELY (0-1 HRS) Driving: To drive from one clinic or another, or in the community: NEVER Exposure to blood borne pathogens and biohazards: YES Exposure to dust, gas, fumes, or chemicals: OFFICE SUPPLIES Fine manipulation: FREQUENTLY (3 - 6 HRS) Kneeling: NEVER Lifting 0 - 10 lbs: OCCASIONALLY (1 - 3 HRS) Lifting 11 - 25 lbs: RARELY (0-1 HRS) Lifting 25 - 50 lbs: NEVER Lifting 51 - 75 lbs: NEVER Lifting over 75 lbs: NEVER Power Grasping: RARELY (0-1 HRS) Pulling 0 - 10 lbs: OCCASIONALLY (1 - 3 HRS) Pulling 11 - 25 lbs: RARELY (0-1 HRS) Pulling 25 - 50 lbs: NEVER Pulling 51 - 75 lbs: NEVER Pulling over 75 lbs: NEVER Pushing 0 - 10 lbs: OCCASIONALLY (1 - 3 HRS) Pushing 11 - 25 lbs: RARELY (0-1 HRS) Pushing 25 - 50 lbs: NEVER Pushing 51 - 75 lbs: NEVER Pushing over 75 lbs: NEVER Reaching (above shoulder level): RARELY (0-1 HRS) Reaching (below shoulder level): RARELY (0-1 HRS) Repetitive use of hand: FREQUENTLY (3 - 6 HRS) Simple Grasping: FREQUENTLY (3 - 6 HRS) Sitting: CONSTANTLY (6 HRS) Standing: OCCASIONALLY (1 - 3 HRS) Twisting: NEVER Use of Personal Protective Equipment: YES Walking: FREQUENTLY (3 - 6 HRS) Working around equipment and machinery: Office equipment; clinic equipment; laboratory equipment. Ages of Patients Served: All Ages In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses. $21 - $21 If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness – Employee Hub (gobenefits.net) About Us Founded in 1970, Family Health Centers of San Diego is dedicated to providing caring, affordable, high-quality health care and support services to all people, with a special commitment to the uninsured, low-income and medically underserved. We are the largest community clinic provider of health care to the uninsured in Southern California and one of the top 10 largest community clinic organizations in the country. Anti-Discrimination Statement Family Health Centers of San Diego complies with applicable Federal civil rights laws and does not discriminate, exclude people or treat them differently on the basis of race, color, national origin, religion, physical and mental disability, sex, including pregnancy, childbirth and related medical conditions, age, genetic information, language preference/ability, citizenship status, marital status, sexual orientation and gender identity, AIDS/HIV, medical condition, political activities or affiliations, military or veteran status, or status as a victim of domestic violence, assault, or stalking.

Salary : $21 - $0