Lead Patient Services Assistant-Pediatrics/OBGYN - Spanish Speaking Pref. (Departmental Promotional)

Description

The San Mateo Medical Center (SMMC) is seeking well-qualified individuals for the position of Lead Patient Services Assistant. Under the supervision of the Patient Services Supervisor and indirect reporting to the Clinics Manger, Lead Patient Services Assistants provide lead direction in assigning, directing, and reviewing the work of patient services support staff; perform difficult, technical or specialized patient services support work; and perform related duties as assigned.

Currently, we have one full-time, regular vacancy with the Pediatrics and OB-GYN Clinics located at San Mateo Medical Center. This position will work variable 8 hours per day shifts, 5 days per week, with the flexibility to work evenings and/or weekends if needed.

The ideal candidate will:

• Be a flexible, energetic person who has at least two years of experience providing the highest quality of customer service in a clinical setting.
• Have experience working with diverse multi-cultural or underserved patient populations.
• Be able to quickly learn and analyze rules, regulations, policies and procedures involved in customer service in a medical office setting and relay the information to customers in a clear, accurate and highly professional manner.
• Be able to deal tactfully, courteously and effectively with patients, visitors and co-workers under difficult circumstances.
• Possess excellent written and oral communication skills.
• Provide effective lead direction, training and work review of patient services office support staff; organize and assign work, set priorities and follow up to ensure coordination and completion of assigned work.
• Have knowledge of LEAP (Learn, Engage, Aspire, Perfect) methodologies of how to problem solve and find root cause to barriers.
• Have experience in EPIC work queues, including appointments, referrals, and others.
• Can maintain a positive professional attitude in a fast-paced and sometimes stressful environment.
• Have working knowledge of healthcare billing processes.
• Have working knowledge of electronic medical record systems, especially EPIC.
• Can multitask when having multiple issues to address at the same time or within a short time frame.
• Can lead, inspire, and train others.
• Can speak, read and write in Spanish fluently is preferred, but not required.

Responsibilities of the Lead Patient Assistant at Pediatrics/OBGYN Clinics include:

• Provide lead direction, training and work review to a small patient services office support staff; organize and assign work, set priorities and follow up to ensure coordination and completion of assigned work.
• Provide input into selection decisions, performance evaluations and corrective action matters.
• Train PSAs on operator standard work or new processes.
• Participate in improvement huddles and coach others on how to solve problems using LEAP methodologies.
• Perform difficult or complex patient services office support work and assist with special office projects as assigned.
• Research and assemble information from a variety of sources for the completion of forms or the preparation of reports; make arithmetic or statistical calculations.
• Provide information to the public or to County staff that requires the use of judgment and the interpretation of policies, rules or procedures.
• Organize and maintain various departmental files.
• Update schedule templates in EPIC as necessary. Requires frequent review of emails and messages from Supervising MD and Providers about changes to the schedules.
• Provide feedback to PSA staff regarding performance and observe PSAs for compliance with processes and operator standard works.
• Enter and retrieve data and prepare reports using an on-line or personal computer system; review such reports for accuracy and make corrections as required.
• Oversee or personally perform a variety of office administrative details such as ordering supplies, arranging for the repair of equipment, transmitting information, and keeping reference materials up to date.
• Provide back-up for assigned patient services office support staff, as well as filling in for the Patient Services Supervisor (PSS) when they are out of the office.
• Attend meetings as required and be an active participant.
• Perform related duties as assigned.

Qualifications
Knowledge of :

• Basic supervisory principles and practices.
• Office administrative practices and procedures, including filing and the operation of standard office equipment.
• Policies and procedures related to the organizational area to which assigned.
• Medical terminology as related to office support work.
• Basic business data processing principles and the use of word processing or personal computing equipment.
• Proper form for typed materials.
• Business arithmetic, including percentages and decimals.
• Correct English usage, including spelling, grammar and punctuation.
• Record keeping principles and practices.

Skill/Ability to:

• Plan, assign, direct and review the work of others.
• Train others in work procedures.
• Analyze and resolve varied patient services office administrative problems.
• Organize, prioritize and coordinate work activities.
• Read and interpret rules, policies and procedures.
• Organize, research and maintain office files and records.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Use initiative and sound independent judgment within established guidelines.
• Operate standard office equipment, including a word processor and/or personal or on-line computer.

Note: Specific positions may require the ability to type at a rate of 40 net words per minute from printed copy.

Education and Experience :
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

• Two years of journey-level patient services and medical business office support experience.

Application/Examination

Departmental Promotional Only. Only current County of San Mateo employees in the San Mateo County Health with at least six months (1040 hours) of continuous service in a classified regular, probationary, extra-help/limited term positions prior to the final filing date may apply.

The examination process will consist of an application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in the County of San Mateo, California and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to http://jobs.smcgov.org/ to apply. A resume will not be accepted as a substitute for the required information and supplemental questions in the online application. Responses to the supplemental questions must be submitted to be considered for this position. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT TIMELINE
Final Filing Date: Thursday, April 30, 2026, by 11:59PM PST
Application Screening: Week of May 4, 2026
Panel Interviews/Departmental Interviews: TBD

About the County

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer. We seek to hire, support, and retain employees who reflect our diverse community.

HR Contact: Debbie Kong (04162026) (Lead Patient Services Assistant - E413)

• 

• County of San Mateo Human Resources Department

Show more