Patient Services Assistant III (4722C), Optometry Clinic - #84546

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Departmental Overview

The Herbert Wertheim School of Optometry and Vision Science encompasses a broad range of instruction, research, training, and clinical activity that includes three distinct academic degree programs: Doctor of Optometry (O.D.), Doctor of Philosophy, and Residency. We educate an estimated 320 students annually. Our O.D. program is a 4 year program with clinical training provided at 3 campus clinics, numerous satellite clinics, VA clinics, and external clinics across the country. Our one-year post-graduate residency programs provide advanced clinical education in specialty areas of optometry with placement on and off campus and our Vision Science program averages 40 PhD students.

The mission of the school is currently executed by ladder rank faculty members, professors of clinical optometry, full and part time health sciences clinical faculty, emeriti faculty, staff, professional researchers and visiting faculty and postdoctoral research scholars.

Position Summary

Within the Herbert School of Optometry and Vision Science, the Assistant III is the liaison between the patient services team and providers to ensure efficient and high-quality patient care. The Assistant III supports the daily administrative and appointment-related functions within the school's optometry clinics and may be required to provide a higher level of customer engagement for our specialty clinics. The Assistant III is also required to complete more complex tasks such as medication refills, prior authorizations, referrals, scheduling appointments for primary care and specialty treatment plans, overseeing daily clinic schedule, ordering specialized medical devices. The Assistant III plays a key role in managing clinic workflows, overseeing communications, coordinating insurance prior authorizations, and training or onboarding staff.

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, the Assistant III may be assigned to support any area of the clinic, including primary care, the specialty clinics, and the eyewear center.

Application Review Date

The First Review Date for this job is: 03/06/2026.

Responsibilities

ADMINISTRATIVE ACTIVITIES

Patient Services Assistant III supports the daily administrative and appointment-related functions within the school's optometry clinics. This includes but is not limited to more complex tasks for any of the school's clinics and clinic locations:

• Processes medication refill requests in accordance with clinical protocols.
• Manages insurance prior authorizations and related documentation.
• Coordinates incoming and outgoing referrals to ensure continuity of care.
• Schedules appointments for primary care and specialty services based on treatment plans.
• Train new Patient Assistant 2 in front desk tasks and in specialty clinics, if necessary.
• Oversees the daily clinic schedule to support efficient patient flow and provider productivity.
• Orders and tracks specialized medical devices as needed for patient care.
• Assist and monitor all inbound/outbound communication, including phones, google forms, and emails via clinic email account.
• May be required to rotate across clinics to backfill as necessary.
• May be required to update training manuals as policies and processes evolve.
• Participates in cross-training and supporting new and current staff on patient services responsibilities and workflows.
• Provides support and maintains regular communication with clinic chiefs and providers in their assigned specialty clinic or department.
• Manage and resolve patient complaints in a professional, timely, and empathetic manner, escalating to management when necessary.
• Supports task assignment and workload management, oversees daily workflow, and reports on progress to the manager or supervisor.
• May coordinate and oversee the implementation of a specific project, including assigning responsibilities, setting deadlines for team members, and ensuring timely completion of project activities.
• Oversees all aspects of the insurance authorization process across various payers and programs.
• Work with providers/student clinicians to ensure medication refills requests are being completed in a timely manner.
• Assist Management with coverage during supervisory meetings.

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 complaints 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.
• 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.
• Respond promptly and efficiently to calls on the emergency and provider lines.

CLINIC OPERATIONS 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.
• 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.
• 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 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.

Other duties as assigned.

Required Qualifications

• Thorough knowledge in administrative procedures and processes including word processing, spreadsheet and database applications.
• Requires good verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.
• Requires interpersonal and work leadership skills to provide guidance to other nonexempt personnel.
• HIPAA Training.
• Knowledge and experience with EHR and practice management systems (ie. EPIC, Compulink).
• Experience working in a healthcare or clinical environment.
• Strong interpersonal skills and communication skills with the ability to communicate effectively with all levels of staff, faculty, students, and external constituents.
• Excellent organizational skills and attention to detail.
• Ability to reliably travel to and from the primary work location and other designated sites as required to fulfill job responsibilities.
• High school diploma and/or equivalent experience/training.

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 $33.50 (Step 5).

• 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 3 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.

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.