Patient Service Representative/Spanish Interp

Samahan Health Centers Mission

Building Healthier and Happier Communities Together       

Samaha Health Centers (SHC) is a federally qualified community health center that emerged over forty years ago. The agency serves low-income families and individuals in the County of San Diego in strategic areas with a high density population of Filipinos/Asian and other low-income, uninsured individuals 

Answers telephones, greets, assist and directs visitors, patient and other clinic office callers. Guides, screens and registers new and existing patient. Assists patients in obtaining services and provides information and screening on funding eligibility.

Reception:

• Answers telephone call in a timely manner to ensure the ease of callers in contacting clinic sites, routes callers, and takes accurate messages.
• Provides routine information to patients or staff including hours of operation, directions to clinic sites, providers present at the clinic sites.
• Provides patients with registration packet including information about patient-centered medical home.
• Greet patients, clients, and visitors entering the clinic to in a courteous and respectful manner.
• Schedules appointments for patients at the end of the visit, reschedule patients as deemed necessary, accommodates walk-in patients in providers schedules, and same day appointments.
• Ensures that the reception and waiting area is clean and safe.
• Ensures that the reception area has brochures approved by the organization
• Provides assistance to patients who require help in the completion of registration packet.
• Inform patients of delays and wait times.
• Provides patients with surveys undertaken by the organization.
• Informs patients of the portal and assists patients in access to the portal.

Administration:

• Retrieves and inputs patient’s registration information in ECW, confirms and verifies patient’s information to ensure accurate information is available.  
• Ensures that patients are seen in a timely manner.
  •       Responsible for scanning of insurance cards and necessary patient ID cards into EMR system. 
  • Assist with calling no-show appointments to re-schedule and assist with getting patients connected with issues that may be a barrier to care.  
• Interprets for non-speaking patients.
• Calls non-speaking patients for IHA (Initial Health Assessment).
• Performs insurance eligibility verification and assures that accurate information is available at the time of service. 
• Assists patient in obtaining previous and current medical records. 
• Explain payment options and processes to patients, to include sliding fee discounts, collection of payments and co-pays for services. 
• Assists with payment plans as appropriate for site specialties.
• Assists patient with self-referrals as directed by clinical staff.  
• Performs the initial screening and registration of all patients.
• Updates registration forms annually.
• Recognizes need for immediate and urgent services and informs providers immediately.
• Assists with training of new staff as directed to assure that organization guidelines and protocols are followed.
• Answers inquiries assist enrollees/patients to utilize health care delivery system.
• Obtains and analyze patient financial information for accuracy and input into system.
• Renders accurate and timely data entry of all program eligibility and registration information.
• Provides assistance, guidance and direction to visitors and patients. Calls for an escort when necessary.
• Issues receipts for co-payments and payments to balances from patients when indicated.
• Responsible for accurate upkeep of cash drawer on a daily basis, to include reconciliation at end of day.
• Ensures that every patient has a designated primary care physician. 
• Ensures that patients are seen by the designated primary care physician as possible. 
• Obtains and documents information from patients regarding communication barriers pertaining to vision, hearing or cognitive difficulties.
• Obtains and documents patient /family preferences regarding advance directives.

Quality Management:

• Contribute to the success of the organization by participating in quality improvement activities.

Customer Relations:

• Maintain professional working relationships with all levels of staff, clients and the public.
• Be a team player and cooperate in accomplishing department goals and objectives.

Safety:

• Maintain current knowledge of policies and procedures as they relate to safe work practices.
• Follow all safety procedures and report unsafe conditions.
• Know location of nearest fire extinguisher and emergency exits.

HIPAA/Compliance:

• Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.
• Comply with all regulations regarding corporate integrity and security obligations.  Report unethical, fraudulent, or unlawful behavior or activity.

Knowledge, Skills, and Abilities:

• Working knowledge of contracted insurances, patient benefits and third party requirements preferred.
• Proficient in Windows and Microsoft applications including Word, Excel, Power Point, and Outlook.
• Must have a high level of organizational skills.
• Ability to develop and maintain positive interpersonal relationships with a variety of people.
• Demonstrate effective verbal and written communication skills with staff, Board members, vendors, medical providers, and members of the general public.
• Complete many different duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Must be able to work under stress when confronted with critical or unusual situations.
• Must be able to follow instructions explicitly.
• Demonstrates ability to exercise analytic ability. 
• Read and write, verbal and written communication, time management, and interpersonal skills.
• Prioritize, meet deadlines, and use sound judgment. 

Education and Experience:

• High School graduate or GED.
• One-year experience in a community health center preferred.
• At least one year front office/customer service required preferably in Healthcare.
• Bilingual (English/Spanish) preferred.

Annual Requirements, Licensure, and Certifications:

• Have reliable transportation; clean driving record, and car insurance as required by the state.

• Move throughout the clinic and community. 
• Repetitive hand movement use and view PC. Use fax, telephone, and copier.
• Sits or stand for long period of time, reach, bend, climb, stoop, and lift up to 25lb. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Reports to: Clinic Manager

FLSA Status: Non-exempt