Patient Experience Representative - Santa Cruz
Job Description
Job DescriptionDescription:
Janus of Santa Cruz is seeking a mission-driven Patient Experience Representative to support patient access and front-end financial processes. This is a key role shaping the patient experience—from first contact through admission—by ensuring accurate, timely, and compassionate service.
If you’re detail-oriented, patient-focused, and experienced in revenue cycle operations, we’d love to connect with you.
The hours for this role are Sunday through Thursday 5:30am - 2:00pm.
About the Role
Under the supervision of the Patient Experience Supervisor, this position serves as a primary point of contact for patients and plays a critical role in intake, eligibility verification, authorization support, and point-of-service financial processes.
You will help ensure a seamless, respectful, and efficient intake experience for every patient we serve.
What You’ll Do
Patient Access & Intake
- Serve as the first point of contact (phone, in-person, digital)
- Complete intake, screening, and referral workflows
- Schedule appointments and coordinate admissions
Eligibility & Financial Clearance
- Verify insurance eligibility and benefits prior to service
- Support authorization processes
- Communicate financial expectations (copays, deposits, self-pay rates)
Point-of-Service Collections
- Collect payments in accordance with policy
- Provide basic financial guidance to patients
- Maintain accurate transaction documentation
Documentation & Compliance
- Maintain accurate records in the EHR
- Ensure compliance with privacy and documentation standards
- Support audit readiness with consistent data entry
Patient Experience
- Deliver compassionate, respectful, and professional service
- Address questions and escalate complex concerns
- Ensure a smooth and supportive intake journey
Requirements:
What You Bring
Required:
- High School Diploma or GED
- Basic insurance knowledge is required. Experience with insurance authorizations, approvals, denials, and appeals is preferred and highly valued
- Knowledge of insurance billing, denials, appeals, and payment posting
- Experience with EHR and billing systems
- Proficiency in Microsoft Office (Excel, Word, Outlook)
Preferred Qualities:
- Strong organizational and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Commitment to providing excellent patient service
Work Environment & Expectations
- Ability to work with complex systems and detailed data
- Strong attention to accuracy, deadlines, and compliance
Why Join Janus?
At Janus, we are committed to transforming lives and strengthening our community through compassionate, high-quality behavioral health services. When you join our team, you become part of a mission-driven organization that values:
- Compassion and respect
- Equity and inclusion
- Professional growth and collaboration
- Making a measurable difference in people’s lives
Apply today and help create a welcoming, supportive experience for every patient we serve.