Salud Para La Gente
Patient Access Representative
Salud Para La Gente, Watsonville, California, United States, 95076
Salud Para La Gente (SALUD) provides high quality, comprehensive and cost‑effective healthcare to underserved low‑income communities in the Monterey Bay area, including Santa Cruz County and North Monterey County. Founded in 1978 in Watsonville as a free clinic, it became a federally qualified community health center in 1992 and now operates a primary health care network with 11 clinic sites and over 400 employees.
Job Overview Under the direct supervision of the Call Center Manager, the Patient Access Representative (PAR) delivers excellent customer service in answering incoming and making outgoing telephone calls on behalf of Salud. The PAR is knowledgeable about all clinic departments and services, serves as the main point of contact to the community, and supports patients, staff, and external parties with accurate information.
Duties & Responsibilities
Consistently adheres to and/or exceeds Salud’s communication guidelines and expectations, upholding the Mission, Vision, Values, Standards of Conduct, and HIPAA principles.
Acts as the front line to the community via telephone, answering incoming calls and making outgoing calls courteously and professionally.
Communicates effectively using welcoming words and the proper tone of voice, actively listens, and demonstrates empathy to meet patient needs.
Routes calls and relays patient requests and messages to appropriate staff.
Builds positive relationships with staff, providers, and supportive departments to maximize patient access to care.
Answers incoming calls for all Salud locations, reviews appointment availability, and schedules appointments according to established guidelines.
Assigns new patients to appropriate providers and assists with ongoing provider panel maintenance.
Conducts patient recall according to established protocols.
Manages patient account information in the practice management system, ensuring confidentiality and compliance with regulations.
Assists with appointment rescheduling and confirms provider schedules are at capacity.
Uses the computer schedule quickly and efficiently.
Informs patients of policies regarding appointment scheduling, minimum payment requirements, and sliding fee scales.
Initiates triage communication in collaboration with assigned triage nurse/providers.
Operates cord‑or cordless‑electronic communicator systems for call relay and voice message review.
Performs other duties as assigned.
Requirements
High School Diploma or GED.
Minimum one year of customer‑service experience.
Experience with computer data entry.
Strong alphabetical and numerical skills for filing and payment processing.
Bilingual proficiency in English and Spanish.
Strong communication and basic math skills.
Minimum Qualifications
Ability to maintain strict patient confidentiality.
Ability to communicate sensitively, effectively, and respectfully with people from diverse cultures and lifestyles.
Ability to maintain effective working relationships with co‑workers and the public.
Critical thinking and rapid prioritization of tasks.
Effective problem‑solving skills.
Highly organized and detail‑oriented.
Excellent written and verbal communication skills.
In‑depth knowledge of patient confidentiality and HIPAA rules.
Physical Demands
Standing, walking, sitting, typing, reaching, moving and/or lifting up to 25 pounds.
Salary & Benefits Salary Range:
$21.00 to $24.14 per hour
Employment Type:
Full‑time
Benefits:
Medical, Dental, Vision, and Life Insurance Plans; Paid Time Off (19 days per year); Paid Holidays (12 per year); 401(k) Retirement Plan with employer contribution; Voluntary Long‑Term Disability. Benefits are available to all regular Salud employees working 24+ hours per week; part‑time employees may receive prorated benefits.
Additional information: Employees on temporary assignments are eligible for holiday pay and California sick pay, prorated based on hours worked; on‑call employees are eligible for California sick pay, prorated based on hours worked.
Equal Opportunity Statement Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Salud is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities. To request reasonable accommodation, contact the Salud Human Resources Department, 831‑728‑8250, or HRDept@splg.org.
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Job Overview Under the direct supervision of the Call Center Manager, the Patient Access Representative (PAR) delivers excellent customer service in answering incoming and making outgoing telephone calls on behalf of Salud. The PAR is knowledgeable about all clinic departments and services, serves as the main point of contact to the community, and supports patients, staff, and external parties with accurate information.
Duties & Responsibilities
Consistently adheres to and/or exceeds Salud’s communication guidelines and expectations, upholding the Mission, Vision, Values, Standards of Conduct, and HIPAA principles.
Acts as the front line to the community via telephone, answering incoming calls and making outgoing calls courteously and professionally.
Communicates effectively using welcoming words and the proper tone of voice, actively listens, and demonstrates empathy to meet patient needs.
Routes calls and relays patient requests and messages to appropriate staff.
Builds positive relationships with staff, providers, and supportive departments to maximize patient access to care.
Answers incoming calls for all Salud locations, reviews appointment availability, and schedules appointments according to established guidelines.
Assigns new patients to appropriate providers and assists with ongoing provider panel maintenance.
Conducts patient recall according to established protocols.
Manages patient account information in the practice management system, ensuring confidentiality and compliance with regulations.
Assists with appointment rescheduling and confirms provider schedules are at capacity.
Uses the computer schedule quickly and efficiently.
Informs patients of policies regarding appointment scheduling, minimum payment requirements, and sliding fee scales.
Initiates triage communication in collaboration with assigned triage nurse/providers.
Operates cord‑or cordless‑electronic communicator systems for call relay and voice message review.
Performs other duties as assigned.
Requirements
High School Diploma or GED.
Minimum one year of customer‑service experience.
Experience with computer data entry.
Strong alphabetical and numerical skills for filing and payment processing.
Bilingual proficiency in English and Spanish.
Strong communication and basic math skills.
Minimum Qualifications
Ability to maintain strict patient confidentiality.
Ability to communicate sensitively, effectively, and respectfully with people from diverse cultures and lifestyles.
Ability to maintain effective working relationships with co‑workers and the public.
Critical thinking and rapid prioritization of tasks.
Effective problem‑solving skills.
Highly organized and detail‑oriented.
Excellent written and verbal communication skills.
In‑depth knowledge of patient confidentiality and HIPAA rules.
Physical Demands
Standing, walking, sitting, typing, reaching, moving and/or lifting up to 25 pounds.
Salary & Benefits Salary Range:
$21.00 to $24.14 per hour
Employment Type:
Full‑time
Benefits:
Medical, Dental, Vision, and Life Insurance Plans; Paid Time Off (19 days per year); Paid Holidays (12 per year); 401(k) Retirement Plan with employer contribution; Voluntary Long‑Term Disability. Benefits are available to all regular Salud employees working 24+ hours per week; part‑time employees may receive prorated benefits.
Additional information: Employees on temporary assignments are eligible for holiday pay and California sick pay, prorated based on hours worked; on‑call employees are eligible for California sick pay, prorated based on hours worked.
Equal Opportunity Statement Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Salud is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities. To request reasonable accommodation, contact the Salud Human Resources Department, 831‑728‑8250, or HRDept@splg.org.
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