About this role
We are so glad you are interested in joining Sutter Health!
Organization
SPMF-Sutter Pacific Medical Foundation - South
Position Overview
Serves as the first point of contact for patients calling to schedule appointments and access care. This role is responsible for scheduling appointments, answering general questions, and guiding patients through the next steps in their care journey. Responsibilities include updating patient registration information, verifying insurance coverage, reviewing payor rosters to determine network participation, and assisting patients with insurance-related inquiries.
This position acts as a vital bridge between patients and care teams by relaying accurate, clear, and concise information to ensure timely resolution of patient needs. The incumbent is responsible for documenting patient concerns appropriately and communicating messages in a manner that enables clinical and operational teams to effectively assist the patient.
Maintains adherence to departmental Standard Work and organizational workflows while meeting individual performance metrics, including average handle time, after-call work, quality standards, and scripting compliance. Success in this role requires strong communication skills, active listening, critical thinking, problem-solving abilities, and the capacity to demonstrate empathy and compassion when supporting patients, particularly during times of stress, uncertainty, or frustration.
Essential Responsibilities
- Schedule, reschedule, and cancel patient appointments accurately and efficiently.
- Answer patient inquiries and provide guidance regarding next steps in care.
- Update patient demographics, registration information, and insurance coverage.
- Verify network participation and reference payor rosters as needed.
- Communicate patient concerns and requests to care teams through clear, complete, and concise documentation.
- Follow departmental Standard Work, workflows, and organizational policies.
- Meet established productivity and quality metrics, including average handle time, after-call work, service level expectations, and quality monitoring standards.
- Demonstrate professionalism, active listening, empathy, and customer service excellence in all patient interactions.
- Utilize critical thinking and problem-solving skills to resolve patient concerns and remove barriers to care.
Compliance and Additional Duties
Adheres to all organizational, local, state, and federal regulations, policies, procedures, and confidentiality requirements to ensure patient privacy, safety, and the delivery of high-quality care. May be responsible for completing department-specific duties, supporting special projects, and assisting with the onboarding, training, and orientation of new staff members.
Schedule: Monday - Friday 8:00 am - 5:00 pm (subject to change)
Job Description
EDUCATION
Equivalent experience will be accepted in lieu of the required degree or diploma.
HS Diploma or equivalent education/experience
TYPICAL EXPERIENCE
1 year of recent relevant experience.
SKILLS AND KNOWLEDGE
Basic knowledge of insurance policies and procedures, as well as patient billing.
Ability to interpret a variety of data and instructions, furnished in written, oral, diagram, or schedule form.
Possess written and verbal communications skills to communicate with fellow team members, supervisors, patients, and other hospital personnel.
Well-developed time management and organizational skills, including the ability to prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines.
General knowledge of computer applications, such as Microsoft Office Suite (Word, Excel and Outlook).
Prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines.
Work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions.
Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options.
Ensure the privacy of each patient’s Protected Health Information (PHI).
Build collaborate relationships with peers and other staff members to achieve departmental and corporate objectives.
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Job Shift
Days
Schedule
Full Time
Shift Hours
8
Days of the Week
Monday - Friday
Weekend Requirements
None
Benefits
Yes
Unions
No
Position Status
Non-Exempt
Weekly Hours
40
Employee Status
Regular
Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.
Pay Range is $32.16 to $45.02 / hour
The posted pay range is based on the position's primary work location. Candidates who reside and work outside of that location may be subject to a different pay range based on their work location. Candidate starting salaries consider multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.