Job Overview
Employment Type
Full-time
Compensation
Hourly
Exact $22.00
Work Schedule
Standard Hours
Benefits
Medical
Dental
Vision
Paid Time Off
flexible spending accounts
Retirement Plan
Job Description
LifeLong Medical Care is a respected multi-site Federally Qualified Health Center (FQHC) dedicated to providing comprehensive and innovative healthcare and social services to a diverse and vibrant community. Established with a commitment to patient-centered care, LifeLong Medical Care operates over 15 primary care health centers and offers a wide range of integrated services including psychosocial support, referrals, chronic disease management, dental care, health education, and home visits. As a nonprofit organization, LifeLong Medical Care emphasizes inclusivity and accessibility, ensuring quality healthcare is available to underserved populations. Their patient-centered approach fosters a dynamic work and learning environment, making it an enriching place for professionals passionate about community health to grow and contribute meaningful impact.
The role of Patient Services Representative (PSR) in the Call Center team based in Berkeley at LifeLong Medical Care is a crucial front-line position focused on enhancing patient experience and supporting healthcare delivery through effective communication and coordination. The PSR acts as a vital navigator for patients, caregivers, and healthcare partners by handling high volumes of incoming calls, scheduling and registering patients accurately, triaging urgent medical calls appropriately, and managing detailed documentation in the Electronic Health Record (EHR) systems. This role involves managing over 26,000 calls monthly in a fast-paced and busy call center environment, maintaining Key Performance Indicators (KPIs) related to call volume, duration, and quality. The PSR must provide excellent customer service, demonstrating empathy and cultural sensitivity for patients with complex health needs. The position requires strong verbal and written communication skills to ensure clear, effective interactions with both patients and internal staff.
This is a full-time employment opportunity offering 40 hours per week, with a competitive compensation rate of $22 per hour. The role is eligible for comprehensive benefits including medical, dental, vision coverage (which extends to dependents and domestic partners), generous paid leave including ten paid holidays, Flexible Spending Accounts, and a 403(b) retirement savings plan. Additionally, this position is represented by SEIU-UHW under a collective bargaining agreement, which sets the standards for salaries, benefits, and employee membership requirements.
The Patient Services Representative at LifeLong Medical Care must navigate a variety of responsibilities such as handling patient registrations, scheduling and rescheduling appointments, triaging calls based on urgency, verifying patient information, and ensuring seamless communication within the healthcare system. The PSR also plays a role in supporting new staff through training and onboarding. Ideal candidates are expected to have excellent interpersonal skills, the ability to work calmly under pressure, adaptability in a dynamic environment, and proficiency with computer systems such as NextGen Electronic Practice Management (EMP) and EHR. Bilingual English/Spanish skills are highly preferred, enhancing service accessibility in this diverse community. LifeLong Medical Care offers a rewarding career for those ready to contribute to community health with professionalism, compassion, and teamwork.
The role of Patient Services Representative (PSR) in the Call Center team based in Berkeley at LifeLong Medical Care is a crucial front-line position focused on enhancing patient experience and supporting healthcare delivery through effective communication and coordination. The PSR acts as a vital navigator for patients, caregivers, and healthcare partners by handling high volumes of incoming calls, scheduling and registering patients accurately, triaging urgent medical calls appropriately, and managing detailed documentation in the Electronic Health Record (EHR) systems. This role involves managing over 26,000 calls monthly in a fast-paced and busy call center environment, maintaining Key Performance Indicators (KPIs) related to call volume, duration, and quality. The PSR must provide excellent customer service, demonstrating empathy and cultural sensitivity for patients with complex health needs. The position requires strong verbal and written communication skills to ensure clear, effective interactions with both patients and internal staff.
This is a full-time employment opportunity offering 40 hours per week, with a competitive compensation rate of $22 per hour. The role is eligible for comprehensive benefits including medical, dental, vision coverage (which extends to dependents and domestic partners), generous paid leave including ten paid holidays, Flexible Spending Accounts, and a 403(b) retirement savings plan. Additionally, this position is represented by SEIU-UHW under a collective bargaining agreement, which sets the standards for salaries, benefits, and employee membership requirements.
The Patient Services Representative at LifeLong Medical Care must navigate a variety of responsibilities such as handling patient registrations, scheduling and rescheduling appointments, triaging calls based on urgency, verifying patient information, and ensuring seamless communication within the healthcare system. The PSR also plays a role in supporting new staff through training and onboarding. Ideal candidates are expected to have excellent interpersonal skills, the ability to work calmly under pressure, adaptability in a dynamic environment, and proficiency with computer systems such as NextGen Electronic Practice Management (EMP) and EHR. Bilingual English/Spanish skills are highly preferred, enhancing service accessibility in this diverse community. LifeLong Medical Care offers a rewarding career for those ready to contribute to community health with professionalism, compassion, and teamwork.
Job Requirements
- One year of multi-line telephone experience and/or one year experience as medical receptionist with scheduling and telephone experience
- High school diploma/GED
- Demonstrated computer skills with standard office software MS Office and typing speed of at least 30 WPM
- Ability to read and comprehend instructions procedures emails and memos
- Ability to abide by LifeLongs Organizational Standards for conduct and attendance
- Knowledge of basic medical terminology
- Ability to effectively present information verbally and in written communications to patients and staff
Job Qualifications
- One year of multi-line telephone experience and/or one year experience as medical receptionist with scheduling and telephone experience
- High school diploma/GED
- Demonstrated computer skills with standard office software MS Office and typing speed of at least 30 WPM
- Knowledge of basic medical terminology
- Excellent interpersonal verbal and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive
- Excellent customer service skills using a positive proactive can-do approach
- Ability to work effectively and calmly under pressure in a positive friendly manner
- Ability to work in a fast-paced environment and juggle multiple tasks
- Strong problem-solving skills and ability to be flexible and adaptive to change
- Ability to work in a team-oriented environment with staff with different work and communication styles
Job Duties
- Follows all departmental and organizational policies and procedures establishes and maintains courteous cooperative relations with the public patients and staff from all departments
- Ensures and promotes excellent customer service to all internal and external customers
- Answers incoming calls and responds to all callers inquiries monitors call center queues to ensure calls are answered in a timely manner and executed correctly
- Utilizes NextGen Electronic Practice Management EMP and Electronic Health Record EHR for all patient interactions
- Schedules reschedules appointments for patients
- Triages calls based on established procedures including urgent medical calls pages health center staff as needed
- Screens new patients over the phone for eligibility and registers as appropriate
- Maintains established Key Performance Indicators KPIs for call volume call duration and call quality in a fast-paced busy call center that receives over 26000 calls per month
- Verifies current demographics and insurance information with every patient enrolls patients in LifeLong Patient Portal and updates information in system as necessary
- Maintains effective written and verbal communication including appropriate and clear communication in patients Electronic Health Record EHR and Electronic Practice Management System EPM
- Answers non-patient incoming calls and requests for information and transfers to the appropriate department s
- Answers questions and provides general information refers to appropriate resources
- Assists with training and onboarding of new Patient Services Representatives
- Performs other related duties as required
Job Criteria
Experience
No experience required
Job Location
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