Clinic Patient Access Specialist I

Confluence Health; Wenatchee (WA); On-site; USD 24,000 - 36,000; Part time

Benefits offered by this job

Retirement Plan

Pool Differential

Sick Leave

Shift Differential

Employee Assistance Program

Job summary

Confluence Health in Washington state is seeking a Hospital/Clinic Patient Access role to handle inbound calls and coordinate appointments, medication refills, and information support for patients. You will interact with MyChart, Epic, and clinical staff to ensure timely, accurate service and patient satisfaction.

This pool position emphasizes empathy, attention to detail, teamwork, and problem-solving in a fast-paced healthcare setting, with no guaranteed hours.

Qualifications

• High School diploma or equivalent required.
• Experience in healthcare, call center, or customer service fields.
• Ability to work in fast-paced, changing environment with strong customer service principles.
• Excellent interpersonal and written communication skills.
• Proficiency in data entry, numeric typing, and computer navigation; proper grammar/spelling essential.

Responsibilities

• Answer inbound calls promptly and professionally, routing them appropriately.
• Schedule and cancel appointments per guidelines, communicating details and required prep.
• Review and confirm appointment details, update patient demographics in Epic, encourage MyChart enrollment.
• Act as liaison between patients and their care teams.
• Assist with medication refills, identify need for new prescriptions, contact pharmacies, create refill requests.
• Learn and apply de-escalation techniques.
• Relay messages to staff with clear spelling and grammar.
• Identify emergent or crisis situations and coordinate next steps with provider staff.
• Assist patients through the Confluence Health system and connect with staff/EMS as needed.
• May cross-train to handle Switchboard duties.
• Other duties as assigned.

Skills

Customer service

Communication

Data entry

Healthcare experience

Call center experience

Epic system

Education

High School diploma or GED

Tools

Epic

Job description

Salary Range

$17.13 - $26.45

Overview

Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.

Pool Employees of Confluence Health receive a range of benefits in addition to compensation.

• Retirement Plan
• Pool Differential
• Sick Leave
• Shift Differential
• Employee Assistance Program

For more information on our Benefits & Perks, click here!

Summary

Please note: This is a pool position. No guarantee of hours.

This position represents Confluence Health during initial telephone, MyChart, and other means of contact by providing patients with appointments, medication refills, information assistance, and access to operational support services and clinical resources. The role ensures a high level of customer service consistent with Confluence Health's vision, mission, goals, and service standards. The ideal candidate will possess strong problem-solving abilities, empathy and patience in dealing with patients, teamwork and collaboration skills, and attention to detail and accuracy.

Position Reports To: Clinic Patient Access & SWBD Supervisor

Essential Functions

1. Answer inbound calls promptly and professionally, routing them appropriately.
2. Schedule and cancel appointments based on need and patient requests, following system and clinic guidelines. Communicate appointment details, required preparations, and necessary paperwork to ensure on-time arrival and preparedness.
3. Review and confirm appointment details with callers, update patient demographics in Epic, and encourage MyChart enrollment. Inform patients of items to bring to appointments.
4. Act as a liaison between patients and their care teams.
5. Assist patients with medication refills, including identifying the need for new prescriptions, instructing patients on next steps, contacting pharmacies, and creating refill requests.
6. Learn and apply de-escalation techniques.
7. Relay clerical and clinical messages from patients, family members, and healthcare professionals to administrative and provider staff with clear spelling and grammar.
8. Identify emergent and crisis situations, gather necessary information, and use critical thinking to determine appropriate next steps, coordinating with provider staff as needed.
9. Assist patients through the Confluence Health system by coordinating with the Wenatchee Clinic Patient Access Center Nurse Telephone Triage - RNs and connecting patients with appropriate staff and EMS resources.
10. May be cross trained to handle Switchboard staff duties and shifts.
11. Other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Qualifications

Required:

• High School diploma or equivalent (GED).
• Experience in healthcare, call center, or customer service fields.
• Ability to work in a fast paced and constantly changing environment with developed customer service principles and practices.
• Excellent interpersonal and communication (oral and written) skills.
• Proficiency in data entry, numeric typing, and computer navigation. Proper grammar and spelling are essential.

Desired:

• Experience with computerized systems.
• Knowledge of Medical Terminology.

Physical/Sensory Demands

O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.

F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.

C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.

Physical/Sensory Demands For This Position:

• Walking - O
• Sitting/Standing - C
• Reaching: Shoulder Height - O
• Reaching: Above shoulder height - O
• Reaching: Below shoulder height - O
• Climbing - O
• Pulling/Pushing: 25 pounds or less - O
• Pulling/Pushing: 25 pounds to 50 pounds - O
• Pulling/Pushing: Over 50 pounds - O
• Lifting: 25 pounds or less - O
• Lifting: 25 pounds to 50 pounds - O
• Lifting: Over 50 pounds - O
• Carrying: 25 pounds or less - O
• Carrying: 25 pounds to 50 pounds - O
• Carrying: Over 50 pounds - O
• Crawling/Kneeling - O
• Bending/Stooping/Crouching - O
• Twisting/Turning - O
• Repetitive Movement - C

Working Conditions:

• Office setting with co-workers, seated in a cubicle, interacting with patients and clinical staff via telephone, MyChart, and other acceptable contact methods.

Job Classification:

• FLSA: Non-exempt
• Hourly/Salary: Hourly

Physical Exposures For This Position:

• Unprotected Heights - No
• Heat - No
• Cold - No
• Mechanical Hazards - No
• Hazardous Substances - No
• Blood Borne Pathogens Exposure Potential - No
• Lighting - No
• Noise - Yes
• Ionizing/Non-Ionizing Radiation - No
• Infectious Diseases - No