Patient Relations Representative

The Patient Relations Representative is the central point of contact for the University Eye Center at Los Angeles (UECLA). The Patient Relations Representative, reporting to the Office Manager, will greet patients and visitors, verify insurance eligibility, make appointments, assist walk-ins, check-in and check-out patients presenting for service and problem solve patient issues. This role is responsible for providing administrative support as part of the team.

Essential Duties And Responsi­­bilities

• Answer general clinic phone line to identify patient’s needs, clarify information, and provide assistance and/or guidance
• Schedule patient appointments
• Obtain insurance authorizations and verify insurance eligibility when scheduling appointments
• Greet patients entering the reception area and check them in for appointments
• Check patients out at the cashier area with a smile
• Create new patient files
• Enter and update patient demographic data in system at check-in
• Scan all intake forms into patients’ electronic medical records
• Page Interns when patients are ready to be seen, and page faculty doctors when their assistance is needed
• Print fee sheets for next day appointments and attach any necessary paperwork to each sheet as needed to update existing patient files or create new patient files
• Obtain insurance authorizations and verify insurance eligibility for all next day appointments
• Help maintain an electronic appointment reminder system
• Scan patients’ insurance card(s) into patients’ electronic medical records
• Collect fees from patients in the form of cash, credit, and checks
• Provide correct change to cash paying patients when necessary
• Reconcile all payments taken at checkout against what was recorded in the system
• Copy forms as needed by doctors and interns
• Assemble patient intake packets
• Obtain fee waivers and sliding fee scale forms for patients from supervisor
• Assist the Doctors and Interns with various requests that are usually performed at the front desk
• Assist patients with concerns or complaints, referring them to Patient Relations Lead when necessary
• Assist with mass mailings for patient recruitment
• Call to confirm patients’ appointments
• Ensure paperwork is in order for all appointments for the following day, coordinate with Manager (to do quality control of schedule)
• Complete any and all tasks necessary to close and secure the reception and cashier areas at the end of the shift, and to prepare for the next day
• Call and/or create documents for patient recall
• Check email regularly
• Participate in processes required to maintain optimal building and clinic functions
• Participate in scheduled training and team-building workshops
• Conduct with professionalism at all times in the workplace
• Help with translating between English and Spanish
• Occasional travel to Anaheim for relevant
• All other Patient Relations duties as assigned
  
  

Qualification Requirements

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required

• Proficient in Microsoft Outlook, Work, Excel and shared Google functions (drive, calendar)
• Ability manage schedule and assigned tasks to ensure completion without oversight/reminders
• Ability to multi-task
• Ability to create and implement systems in an effort to improve clinic and patient relations team function
• Ability to work as a team (strong communication skills)
• Completes work with a detailed-oriented approach
• Prior experience in a customer service/conflict resolution capacity
• Computer and mathematical skills are essential
• Flexibility to work some evenings and overtime
  
  

Preferred

• Bilingual in Spanish
  
  

Education And/Or Experience

• Required: High School degree or general education degree (GED); AND
• Six months related experience and/or training
  
  

About The University

SEE YOURSELF HERE

Located on a beautiful, seven-acre campus in Fullerton, California, MBKU is an independent, private, non-profit, accredited educational institution. MBKU is home to the Southern California College of Optometry, the School of PA Studies, College of Pharmacy and the Doctor of Medical Science Program (DMSc) . MBKU owns and operates three health care centers at their clinical teaching facility, Ketchum Health, providing a vision center and PA medical clinic practice in Orange County and second vision center in Los Angeles.

A TRADITION OF EXCELLENCE SINCE 1904

In 1904, Marshall B. Ketchum, MD, opened the Los Angeles School of Ophthalmology and Optometry in Los Angeles. Dr. Ketchum was a visionary entrepreneur and prominent leader in the optometric profession. He made very significant and long-standing contributions in his field of care, in California and throughout the nation.

In the early ‘70s the College moved to its current home in Fullerton, CA and was renamed Southern California College of Optometry. But even the pioneering Dr. Ketchum could not have envisioned his school would grow to become Marshall B. Ketchum University, an independent, private, non-profit, accredited educational institution encompassing multiple disciplines.

BE AT THE FOREFRONT OF HEALTH CARE EDUCATION

Marshall B. Ketchum University offers career opportunities that will put you at the forefront of health care education. You will be provided with learning and advancement opportunities, as well as a culture that recognizes the importance of fun, employee appreciation and a work-life balance.

Our mission is to educate caring, inspired health care professionals who are prepared to deliver collaborative, patient-centric health care in an interprofessional environment. By joining our family, you can help us reimagine the future and inspire future health care leaders.

INTERPROFESSIONAL HEALTH CARE LEADERS

At Marshall B. Ketchum University, we have led the way in interprofessional healthcare, building on a century of experience as an optometry school. In 2012, the first Physician Assistant program in Orange County was added, followed by the College of Pharmacy program in 2014. Most recently in 2024, we expanded our offerings with the addition of the fully-online Doctor of Medical Science(DMSc) program. Side-by-side in group discussions, community service, and clinical experience, our OD, PA, PharmD and DMSc students learn what it means to deliver patient-centered health care as a collaborative team of professionals.

Benefits

MBKU provides an excellent benefits package including medical, dental, and life insurance, free vision exams, short and long term disability, generous paid time off plans, a university-sponsored retirement plan. See our website under Employment for more details regarding benefits of working for MBKU (www.ketchum.edu).

MBKU is an equal opportunity employer; requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

NON-DISCRIMINATION STATEMENT

MBKU is committed to providing an environment in which all individuals are treated with respect and professionalism. In accordance with applicable federal and state laws, it is University policy to prevent the unlawful discrimination against students, applicants for admission, employees, applicants for employment and patients requesting treatment on the basis of race, color, national origin, sex, disability, age or any other characteristic protected by applicable law. The University also prohibits sexual harassment and harassment on any of the above bases (please refer to the Title IX page for more information).