Patient Services Assistant II (4723C), Optometry Clinic - #85112

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Departmental Overview

The Herbert Wertheim School of Optometry and Vision Science

Mission Statement Advancing optometric education, clinical practice, and vision research for the benefit of society. Vision Preeminence and leadership in optometric education, patient care, and vision science.

Values and Guiding Principles

At Berkeley Optometry and Vision Science, as part of a world-renowned university that embraces excellence and access, we foster an environment of trust and mutual respect, free expression and inquiry, and personal resilience and achievement. We demonstrate sensitivity and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. These principles serve us daily in our reasoning and actions and aid us in our decision-making. The mission of the School is executed by approximately 20 ladder-rank faculty, 8 emeriti faculty, 133 full and part-time clinical faculty, 70 staff, 30 professional researchers, 20 graduate students, and 26 visiting faculty and postdoctoral research scholars. The staff includes professional, health care, technical, research, and clerical representation and provides support to a complex array of functions. We educate an estimated 320 students annually. Our O.D. program is a 4-year program with clinical training provided at 2 campus clinics, 10 satellite clinics (community care), 7 VA clinics, and 24 external clinics across the country. Our one-year post-graduate residency programs provide advanced clinical education in specialty areas of optometry to 18 residents with placement on and off-campus and our Vision Science program consists of 40 Ph.D. students. The Optometry Clinic provides comprehensive optical care services to the entire campus population and the general Bay Area community, with approximately 80,000 annual visits to Optometry Clinics at Minor Hall and the Tang Center. The Optometry Clinic is open 7 days per week and approximately 358 days per year.

Position Summary

Within the Herbert School of Optometry and Vision Science, Patient Services Assistant II serves as a key member of the front-line Patient Services team within the school's optometry clinics. They are the face of the optometry clinic and generally the first point of contact for all patients. This position may be assigned to work at any of the school's on and off campus optometry clinics, including the Tang Clinic at University Health Services, Meredith Morgan University Eye Center, or the clinic at the Emeryville Satellite campus. Within the school's various clinic locations, Patient Services Assistant II may be assigned to support any area of the clinic, including primary care, the specialty clinics, and the eyewear center.

This position is typically stationed at a reception desk for patient check in and check out, and is responsible for managing patient appointments, including scheduling and modifications; welcoming and directing patients to the appropriate clinic or waiting area; and providing general information.

Additional responsibilities include processing patient-related documentation, data entry into the electronic health systems, and assisting patients with contact lens and eyewear orders. The Patient Services Assistant II is also responsible for verifying insurance coverage, securing authorizations for services, and collecting and recording patient payments.

Application Review Date

The First Review Date for this job is: 04/07/2026.

Responsibilities

Patient Appointment Activities:

• Triage patients to determine which clinic fits the patient care needs; request assistance from more experienced staff if in doubt.
• Manage and resolve patient concerns in a professional, timely, and empathetic manner, escalating to management when necessary.
• Schedule patient appointments on the electronic health records scheduling system according to patient, clinician or doctor request, following all correct procedures and entering all necessary information accurately.
• Obtain insurance eligibility and authorizations as needed and communicate lapses of coverage to patients at time of appointing.
• Escalate urgent calls appropriately based on content and priority.
• Regularly review provider schedules to ensure accuracy and availability.
• Identify and correct scheduling errors or overlaps proactively.
• Ensure blocked time, PTO, and clinic closures are accurately reflected in the schedule.
• Schedule patient follow-up visits as requested by provider(s).
• Communicate last-minute patient schedule changes to clinics, providers or other staff as indicated.
• Obtain and accurately enter patient insurance information as needed; following correct procedures for updating insurance records on computer databases and filing of authorizations or other paperwork to ensure correct processing of patient billing.
• Accurately update patient demographics in the computer database.
• Assigned to oversee and monitor work queues in the electronic health records (EHR) system to ensure timely and accurate processing.
• Courteously answer incoming phone lines and screen, route, take messages or respond as appropriate.
• Handle both patient-facing and interdepartmental calls.
• Answer patient questions, clarify appointment details, and provide general support.
• Place outgoing calls for appointment reminders, follow-ups, or requested callbacks.
• Maintain and monitor patient waitlists for sooner appointment opportunities.
• Contact patients as openings become available, following prioritization guidelines.
• Document all communication and updates related to waitlist management.

Patient Reception Activities:

• Check-in arriving patients & accurately update computerized records while providing excellent customer service.
• Check out patients at the conclusion of their appointments, processing services rendered, verifying insurance information and authorizations, and collecting payments as needed.
• Respond promptly and efficiently to calls on the main & emergency/provider lines.
• Respond to patient inquiries or direct patients to appropriate staff for answers.
• Direct patient to the correct clinic location for appointment.
• Provide patients with necessary paperwork and forms.
• Access patient databases to answer queries about materials or services in process.
• Liaison with outside transportation vendor(s), as needed.
• Monitor and respond to department and patient emails in a timely, professional manner.
• Route clinical or confidential inquiries to the appropriate staff or department.
• Track and follow up on pending email requests (appointment requests, billing questions, general inquiries).
• Maintain organized email folders for efficient retrieval of information.
• Monitor submitted patient inquiries or requests through Google Forms.
• Respond promptly, escalating complex or urgent requests as necessary.
• Keep records updated and track resolution status.
• Advise patients about parking and/or provide permits.

Clinic Operations Activities:

• Maintain active availability on the phone system for the maximum duration possible and respond promptly to high-call volume alerts such as those sent via TigerConnect indicating extended patient hold times.
• Follow up with insurance companies when discrepancies or issues concerning patient coverage arise.
• Process patient orders for contact lenses, following clinic procedures.
• Process patient orders for Low Vision devices following clinic procedures.
• Process records requests (patients and providers).
• Provide cashiering support (collect & process payments) as needed, following all proscribed guidelines.
• As assigned, settle credit card machines and transfer all receipts according to defined procedures.
• Balance previous day's receipts with reports from the patient database following prescribed procedures.
• Reconcile daily receipts with reports from the patient database in accordance with established procedures.
• Run computerized reports of patient or schedule activity for Clinic Administration, as needed.
• Assist patients with pickup/dispense of contact lenses, spectacles or other eye care products.
• As assigned, assist patients with contact lens ordering.
• As assigned, set up to call patients for Contact Lens or Spectacle order notification and file contact lenses and spectacles for pick-up as is appropriate.
• Assist with surgery day administrative tasks as assigned. (Only Selected Staff)
• Participates in cross-training and supporting new and current staff on patient services responsibilities and workflows.
• Maintain workspace and Patient Services area in a neat and orderly manner.
• Restock necessary supplies in the Patient Services area & alert Clinic Administration of needed supplies.
• Coordinate breaks and lunch with other staff members to ensure optimal desk coverage.
• Place orders for office, medical, and patient education supplies as needed.
• Track open orders and ensure timely receipt of materials.
• Verify and document deliveries, ensuring order accuracy.
• Restock supplies, clinic forms, paperwork and communicate low inventory alerts to management.
• May be required to rotate across clinics to backfill as necessary.
• Performs clinic opening, setup, and closing procedures in accordance with established guidelines.

Skills Development and Training:

• Complete campus and school required training.
• This includes annual HIPAA training, EHR and practice management training (ie. EPIC, Compulink).
• HIPAA training is required to access the EHR and to understand and adhere to HIPAA regulations.

Required Qualifications

• Working knowledge in administrative procedures and processes including word processing, spreadsheet and database applications.
• Requires verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.
• Incumbent must have exemplary customer service, proper courtesy and efficiency on the telephone, and be familiar with HIPAA (patient privacy) regulations.
• To be eligible to work, clinic employees must comply with all UC Berkeley Optometry Clinic annual immunization, pre-employment TB and medical screening requirements, trainings, and University and School policies.
• High school diploma and/or equivalent experience/training.

Preferred Qualifications

• Experience in cashiering.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted hourly rate that the University reasonably expects to pay for this position is $27.68 (Step 2).

• This is a full-time (40 hours/week), career position that is eligible for UC Benefits.
• This is a non-exempt, biweekly-paid position.

How to Apply

• To apply, please submit your resume and cover letter.

Other Information

• This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html
• This is not a visa opportunity. This position does not include sponsorship of a new consular H-1B visa petition that would require payment of the $100,000 supplemental fee.
• This recruitment has 5 openings.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Physical Exam

• To be eligible to work, clinic employees must comply with all UC Berkeley Optometry Clinic annual immunization, pre-employment TB and medical screening requirements, trainings, and University and School policies.

Misconduct

SB 791 and AB 810 Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy

Abusive Conduct in the Workplace

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.