PSR Coordinator

For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others.  FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.   

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

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.

We are excited to share that the salary range for this position is:

Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.