Homeless Program Patient Services Representative

Venice Family Clinic is a leader in providing comprehensive, high-quality primary health care to people in need with compassion, dignity and respect. In November 2021, Venice Family Clinic merged with South Bay Family Health Care, uniting more than a century of experience helping patients regardless of their income, insurance or immigration status. The organization now has more than 500 staff who serve 45,000 people from the Santa Monica Mountains through the South Bay. We have 17 locations plus 3 mobile clinics and an expansive street medicine program for people experiencing homelessness. Read more about us at venicefamilyclinic.org.

Venice Family Clinic’s Homeless Program provides outreach Mobile Care services to the unhoused population in Los Angeles County. Make a difference in the community as a Homeless Program Patient Services Representative. In this role you will help the low-income and homeless patients of our community based, primary health care clinics.  This role will work in the office and in the field performing a full range of patient intake, program eligibility, and care coordination duties.

Responsibilities include

Reception Duties:

• Responsible for providing warm, welcoming, culturally sensitive, and trauma-informed customer service care to complex, high-risk individuals in different environmental settings at time of check-in, and practice de-escalation techniques to reduce the risk of harm to patients and staff
• Register, triage and screen patients using computerized registration system.
• Verify patient eligibility using online websites.
• Ensure appointment reminders are performed for next day appointments.
• Send letters to patients when unable to contact by phone.
• Scan registration forms.
• Schedule translation and transportation services as needed. 
• Assist with PCP reassignment and medical home changes.
• Respond and complete tasks and provider communications in EMR.
• Assist with set up of mobile clinics.
• Works collaboratively across departments to ensure high quality care is provided in a manner that is efficient, responsive to client’s needs, user friendly, safe and cost-effective.
• Responsible for collecting and reporting patient complaints (feedback). 
• Ensure adherence to VFC policies, procedures, and standards regarding; quality improvement, customer service, patient access, productivity, confidentiality, management of electronic medical records, and billing. 

Outreach Duties:

• Travel in personal vehicle and/or mobile vans to various outreach, community, and clinic sites to perform a full range of clerical duties to support operational, patient, and care team needs. 
• Support multi-disciplinary Mobile care team onsite, and perform duties and tasks in outdoor settings.
• Responsible for carrying computer, materials, resource binder to various sites.
• Distribution of patient vouchers (i.e. food cards), and provide resources and keep a log and submit 
• Responsible for maintaining safety and professional boundaries while interacting with patients and staff and reporting patient grievance or incident report. 
• May be subject to transporting materials and equipment.

Administrative and Coordination Duties:

• Use Homeless Information Management Systems to identify programs the patients are enrolled in to better coordinate care with partner agencies 
• Communicate with case managers at partner agencies to coordinate patient care. 
• Submit referrals to the health plan and approved for visit. Submit required documents for referrals to the appropriate office. Educate patient on the referrals process. Assist patient or case manager with scheduling primary care, diagnostics and specialty care appointments. Scan consult notes in EMR prior to next patient visit. 
• Ensure dictated notes are completed by physician and uploaded into NextGen in a timely manner. 
• Link or void encounters as appropriate. 

Perform other duties as assigned by supervisor.

Salary Range: $29.42 – $42.14 Hourly