Patient Services Assistant I - SMMC Call Center - Spanish Speaking Preferred - Extra Help (Open)

Full Job Description

San Mateo Medical Center - Call Center is looking for customer service-oriented individuals to join our team as Patient Services Assistant I - Extra-Help.

Currently, there are three Extra-Help, Part-Time vacancies.

Patient Services Assistants I - Spanish Speaking Preferred - Extra Help perform a variety of duties which may include interviewing and registering patients, managing patient appointments, explaining available coverage plans, financial screening, verifying insurance, using a computer to enter and retrieve data, assigning appropriate codes and processing billing documents, receiving payments for medical services, maintaining accurate records, and acting as receptionist to assist and respond to patient inquiries.

Patient Services Assistant I is the entry level class in this patient services series. Initially under close supervision, incumbents learn patient services support and County procedures.

As experience is gained, there is greater independence of action and decision making within general guidelines.

This class is flexibly staffed with Patient Services Assistant II and incumbents may advance to the higher level after gaining experience and demonstrating proficiency which meets the qualifications of the higher-level class.

San Mateo Medical Center – Call Center

San Mateo Medical Center’s Primary Care Clinics including Coastside (COA), Fair Oaks Health Center (FOHC), Innovative Care Center (ICC), and Senior Care Clinic (SCC) deliver comprehensive, patient-centered care to meet the diverse needs of our community.

The Patient Services Assistant I (PSA I) is an entry-level position in the patient services series and plays a vital role in ensuring fair, consistent, and safe access to care through standardized scheduling and excellent customer service.

Responsibilities include:

• Interviewing and registering patients, managing appointments, and verifying insurance coverage.
• Performing financial screening, explaining coverage plans, processing documents such as Good Faith Estimates.
• Using Epic’s Solutions View to schedule appointments according to systemwide protocols, prioritizing continuity of care with assigned Primary Care Providers (PCPs).
• Documenting non-urgent concerns and administrative inquiries such as Telephone Encounters (TEs) for accurate recordkeeping.
• Acting as receptionist, responding to patient inquiries, and providing clear instructions for appointment preparation.

This position requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment. Spanish-speaking candidates are preferred.

Initially under close supervision, incumbents learn patient services procedures and may advance to Patient Services Assistant II after demonstrating proficiency.

NOTE: This is an extra-help, at-will assignment, paid on an hourly basis. Extra-help hours are dependent on the business needs of the department and therefore work hours may vary from week to week. Extra help employees shall not exceed 1,040 hours of work per fiscal year. Some extra help positions are eligible for benefits under the Affordable Care Act. Extra help employees are not guaranteed permanent status at the end of the assignment.

Requirements

Duties may include, but are not limited to, the following:

• Register patients for ambulatory or emergency care; interview patients to obtain necessary information for billing; perform financial screening of patients and process documents to establish source of payment or to determine placement on sliding fee scale; prepare registration packets.
• Complete forms for hospital admission or pre-admit; review personal, financial and insurance details with patients; explain available coverage plans and calculate treatment costs under selected plan.
• Enter admitting, registration and billing information into a personal or on-line computer system, following specific guidelines and instructions; retrieve data and may prepare a variety of reports related to patient census and/or patient insurance and financial status.
• Verify insurance program eligibility for emergency and hospital admissions.
• Classify data on hospital and clinic documents and assign appropriate codes.
• Maintain records of unit productivity, patient location, unit transfers, registration, admissions and discharges.
• Respond to patient inquiries regarding County health care services in person or by telephone; advise patients of services available, billing procedures, regulations and other related information.
• May receive payments for medical services on past due bills, forward to cashier for processing.
• Act as a receptionist assisting patients with information regarding hospital and/or clinic policies and procedures; direct patients to appropriate medical services areas; provide factual information which may require some interpretation of rules, policies and procedures.
• Operate standard office equipment, including a personal or on-line computer.
• Provide backup for patient services support staff as assigned.
• Provide off hours support as required.
• Perform related duties as assigned.

Qualifications

Note: The level and scope of the knowledge and skills listed below are related to job duties as defined under Distinguishing Characteristics.

Knowledge of:

• Policies and procedures related to medical patient services, insurance and billing area to which assigned.
• Medical terminology as related to office support work.
• Office practices and procedures, including filing, reception and the operation of standard office equipment.
• Basic business data processing principles and the use of word processing or computing equipment.
• Business arithmetic.
• Basic recordkeeping principles and practices.

Skill/Ability to:

• Perform accurate and detailed patient services office clerical work.
• Prioritize work and coordinate several activities.
• Operate standard office equipment, including a word processor and computer terminal.
• Use initiative and sound independent judgment within established guidelines.
• Work effectively with difficult people, including very sick or uncooperative patients.
• Organize and maintain accurate files and records.
• Make accurate arithmetic calculations.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Understand and carry out oral and written instructions.

Note: Specific positions may require the ability to type at a rate of 40 net words per minute from printed copy.

Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

• Patient Services Assistant I: One year of general clerical or office assistant experience.

Additional Information

This is an extra-help recruitment. Anyone may apply.

If you are interested in being considered for these extra help positions, the following materials must be electronically submitted in a Word or PDF format.

• Cover letter with answers to Supplemental Questions
• Resumé

Supplemental Questions
1. Describe your experience working in clerical/office settings. Be specific about where this experience was gained and the duties you performed.
2. Describe your computer experience and typing skills. Include your typing speed, the computer programs you are skilled in and the types of documents you have produced.
3. Describe a time when you had to deal with an irate customer. What was the situation, and how did you handle it?
4. Fluency (speak, read, write) in Spanish is preferred but NOT required for this position. Are you fluent in Spanish? (A "No" answer to this question will NOT disqualify you from this recruitment)

Please include the words "Patient Services Assistant I - SMMC Call Center - Spanish Speaking Preferred - Extra Help (Open) " in the subject line of the email submission.

Please submit the required materials electronically via email to:
Application materials will be reviewed as they are received, and well-qualified candidates will be contacted for an interview.

Apply immediately! These positions could be filled at any time. Do not miss out on this opportunity to work with a great team!

NOTE: Application materials are only accepted via e-mail. Materials sent via regular mail and/or fax will not be accepted. Submittals that do not include all required elements (Resume and responses to the supplemental questions) will not be considered.

About the County

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment.

The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply.

Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

Analyst: Debbie Kong (02052026) (Patient Services Assistant I - E411)