TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care.
The Patient Service Representative II is responsible for professionally answering incoming calls, responding to inquiries, and assisting with the onboarding of new hires. This includes both completion and training on maintaining demographic an insurance eligibility in our Practice Management (PM) system, scheduling appointments through the PM system, answering questions about services, sending messages to clinical staff and forwarding calls for further triage.
Responsibilities & Duties
- Answer incoming calls in a polite and professional manner.
- Register new patients using the Practice Management (PM) system.
- Verify and update patient demographic information to include home address, email address, current telephone number(s), contact preference, accurate billing/insurance information, and the extended information screen in the PM system.
- Accurately verify and set insurance information for scheduled appointments in the PM system.
- Screen and process medical service requests and other inquiries consistent with departmental protocols and procedures. Transfer calls to correct department
- Accurately schedule appointments for patients into the PM system, according to scheduling guidelines.
- Review appointment date, time, location and provider name with patient when scheduling appointments.
- Proactively refer patients to services or departments for additional services.
- Triage service - refer calls to the appropriate nurse group for urgent or emergent needs, when appropriate.
- Appropriately annotate patients' file on patient requests and send messages to appropriate clinical staff.
- Adhere to current Health Insurance Portability and Accountability Act (HIPAA) guidelines and security policies.
- Make calls to reschedule appointments, when necessary.
- Answer routine scheduling questions for department staff as needed.
- Assist with new hire trainings on department's processes.
- Assist with queue monitoring throughout the day to activate processes for handling high call volume.
Qualifications Required
- High School Diploma or equivalent.
- Three to four (3-4) years' experience in a call center or customer service department/environment.
- Experience with data entry and Microsoft Office applications, including Outlook, Word and Excel.
- Experience with training in individual or small group settings on processes and workflows.
- Three shifts available to chose from : 7:20- 4:20 or 8-5 or 9:00 to 6:00
Preferred Qualifications
- Bilingual in English and Spanish.
- Professional experience in the healthcare or insurance industry.
- Knowledge of medical terminology and triage procedures.
- At least six (1) months experience working with computerized scheduling systems.
- Knowledge of Medicare, Medi-Cal and private insurance eligibility requirements.
The Benefits
- Competitive Compensation
- Generous Time Off
- Low-cost health, dental, vision & life insurance
- Tuition Reimbursement, Employee Assistance program
The pay range for this role is $23 - $32 on an hourly basis.
TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state, or local law. Our goal is to promote and ensure authentic inclusion, belonging and support for all team members recruited or employed here. In the spirit of pay transparency, we are excited to share the base salary range for this position.
If you are hired at TrueCare, your final base salary (within the pay range), will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer generous benefits and retirement plans.
Required
Preferred
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