The Patient Relations Representative is the central point of contact for the University Eye Center at Los Angeles (UECLA). The Patient Relations Representative, reporting to the Office Manager, will greet patients and visitors, verify insurance eligibility, make appointments, assist walk-ins, check-in and check-out patients presenting for service and problem solve patient issues. This role is responsible for providing administrative support as part of the team.

ESSENTIAL DUTIES AND RESPONSI­­BILITIES

• Answer general clinic phone line to identify patient’s needs, clarify information, and provide assistance and/or guidance
• Schedule patient appointments
• Obtain insurance authorizations and verify insurance eligibility when scheduling appointments
• Greet patients entering the reception area and check them in for appointments
• Check patients out at the cashier area with a smile
• Create new patient files
• Enter and update patient demographic data in system at check-in
• Scan all intake forms into patients’ electronic medical records
• Page Interns when patients are ready to be seen, and page faculty doctors when their assistance is needed
• Print fee sheets for next day appointments and attach any necessary paperwork to each sheet as needed to update existing patient files or create new patient files
• Obtain insurance authorizations and verify insurance eligibility for all next day appointments
• Help maintain an electronic appointment reminder system
• Scan patients’ insurance card(s) into patients’ electronic medical records
• Collect fees from patients in the form of cash, credit, and checks
• Provide correct change to cash paying patients when necessary
• Reconcile all payments taken at checkout against what was recorded in the system
• Copy forms as needed by doctors and interns
• Assemble patient intake packets
• Obtain fee waivers and sliding fee scale forms for patients from supervisor
• Assist the Doctors and Interns with various requests that are usually performed at the front desk
• Assist patients with concerns or complaints, referring them to Patient Relations Lead when necessary
• Assist with mass mailings for patient recruitment
• Call to confirm patients’ appointments
• Ensure paperwork is in order for all appointments for the following day, coordinate with Manager (to do quality control of schedule)
• Complete any and all tasks necessary to close and secure the reception and cashier areas at the end of the shift, and to prepare for the next day
• Call and/or create documents for patient recall
• Check email regularly
• Participate in processes required to maintain optimal building and clinic functions
• Participate in scheduled training and team-building workshops
• Conduct with professionalism at all times in the workplace
• Help with translating between English and Spanish
• Occasional travel to Anaheim for relevant
• All other Patient Relations duties as assigned

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required

• Proficient in Microsoft Outlook, Work, Excel and shared Google functions (drive, calendar)
• Ability manage schedule and assigned tasks to ensure completion without oversight/reminders
• Ability to multi-task
• Ability to create and implement systems in an effort to improve clinic and patient relations team function
• Ability to work as a team (strong communication skills)
• Completes work with a detailed-oriented approach
• Prior experience in a customer service/conflict resolution capacity
• Computer and mathematical skills are essential
• Flexibility to work some evenings and overtime

Preferred

• Bilingual in Spanish

EDUCATION AND/OR EXPERIENCE

• Required: High School degree or general education degree (GED); AND
• Six months related experience and/or training