Patient Service Rep, PAMF

January 13, 2022
West Menlo Park, CA
Job Type


Patient Service Rep – PAMF


  • Under general supervision, operates as part of the care team performing a variety of functions such as greeting patients, patient registration, insurance coverage and eligibility verification, scheduling, and telephone management.
  • Provides front desk support and customer service satisfaction to patients in a courteous and professional manner in accordance with performance standards.
  • Ensures patients have been greeted, verified and have been checked in for their appointment.
  • Responds to requests from patients, family members, physicians, and staff members within a timely matter.
  • Offers additional assistance and communicate to staff if special needs are required for a patient, such as wheelchair access, interpreter, service animal or other special needs.
  • Provides and explains applicable waivers, paperwork, signatures needed for appointment.
  • Scans copy of patient's photo ID, insurance card and/or waiver when needed.
  • Schedules, registers and monitors patient appointments and information.
  • Verifies and updates existing patient accounts and notifies patient of any changes with their current account or co-pays.
  • Accurately schedules, cancels, reschedules, and confirms appointments at the time of request.
  • Determines type of appointment needed within department guidelines and Advance access.
  • Identifies accepted insurance plans and those requiring referrals.
  • Monitors the referral report and checks work pools to call patients being referred to the department.
  • Offers to schedule follow up appointments, if needed.
  • Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
  • Manages EHR in-basket(s).
  • Manages work queues and schedule templates as assigned in accordance with performance standards.
  • Records and transmits messages to staff through EHR according to department procedures.
  • Balances cash sheet and cash drawer in accordance with performance standards.
  • Accepts and records receipt of payment.
  • Completes daily deposit summary in accordance with performance standards.
  • Prepares monthly deposit summary in accordance with performance standards.
  • Operates a multi-line telephone console.
  • Responds to incoming calls from patients, family members, physicians, and other staff members.
  • Answers voicemails, callbacks, and appointment reminders within a timely manner and within department guidelines.
  • Provides callers with general information such as directions, locations, department hours, etc.
  • Follows the commitment to excellence and treats patients, families, visitors and each other with courtesy, dignity, respect, and professionalism.
  • Completes clerical and other front desk support.
  • Provides orientation and training to new staff as assigned.
  • Performs additional duties which may include floating to other departments and or locations.
  • Participates in special projects as assigned.
  • May assist in Call Assist actives.


  • Ability to concentrate and pay close attention to details when verifying information and procedures – Required
  • Basic math skills necessary to collect payments and balance cash drawer – Required
  • Bilingual in one other language – Highly desired
  • Experience in a customer service position – Required: 6 Months
  • Graduate of a Medical Receptionist Program – Highly desired
  • Intermediate computer skills to include keyboarding, mouse movement and data entry skill to enter information into electronic health records – Required
  • Strong customer service skills and professional demeanor – Required


  • High School Diploma or Equivalent – Required


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