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)