Healthcare Call Center Representative

Premera; Spokane (WA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

PTO & Holidays

Health Insurance

HSA/FSA/DCA

401K

Life Insurance

Disability & Tuition Reimbursement

Employee Assistance

Job summary

Kinwell Health is seeking a on-site Call Center Representative to be the first point of contact for patients. The role handles calls, schedules appointments, answers inquiries, and supports access to care across Kinwell clinics in Washington.

Requirements include a high school diploma and at least 1 year in customer service within a medical setting, plus strong communication and HIPAA knowledge. EPIC experience is preferred.

Qualifications

• High school diploma or equivalent.
• 1 year of customer service experience in a call center or medical office setting.
• Proficiency in Microsoft Office Suite.
• Understanding of HIPAA regulations and medical terminology.
• Ability to manage high volumes of calls with empathy and professionalism.
• EPIC experience preferred.

Responsibilities

• Answer calls and messages about appointments, billing, and inquiries.
• Schedule, reschedule, and confirm patient appointments per clinic availability.
• Verify insurance information and pre-visit requirements.
• Enter patient data into EMR while maintaining HIPAA compliance.
• Provide administrative support and assist with co-pay collection.
• Support check-in/check-out and scan medical records.

Skills

Communication skills

Active listening

Healthcare software

HIPAA knowledge

Multitasking

Education

High school diploma

Associate degree in healthcare administration

Tools

EPIC

Job description

Workforce Classification: On-site Kinwell was founded on the principle of personalized, whole-hearted care for every patient. We believe the best healthcare is a conversation, and one that includes nutrition, fitness, sleep, and behavioral health. Our Clinicians and Clinic Support staff drive real change in their patient’s well-being. Along the way, we are setting a new standard for primary care, making it more accessible, impactful, and holistic. We are dedicated to building great places to work. We value all teammates and respect a diversity of thought, ideas, and cultures—all focused on the common goal of nurturing the health of those we serve. Kinwell fosters a culture that promotes employee growth, collaborative innovation, and inspired leadership. We bring agility to work every day and thrive on the opportunity to create something refreshing and new. This is where you come in. If you are looking for a new primary care opportunity, one based on the quality of care, not the quantity of patients, please consider our available positions.

The Healthcare Call Center Representative is a key point of contact for Kinwell’s new and existing patients. This role provides exceptional customer service by answering calls, scheduling appointments, managing inquiries, and supporting patients’ access to healthcare services. The Call Center Representative builds positive relationships with patients, delivering a seamless, compassionate experience that enhances clinic operations. They will also provide support when needed to manage patient check-in and check-out, scan medical records, and collect co-pays. This role will work on-site at one of our following clinics: Ballard (Seattle), Redmond, Wenatchee, North Country Homes (Spokane), or Spokane Valley.

What you'll do:

• Respond to incoming calls and messages from patients, answering questions related to appointments, services, billing, and general inquiries.
• Provide clear, compassionate, and respectful communication with each patient to ensure a positive experience.
• Achieve daily inbound call goals aligned with call volume demands.
• Schedule, reschedule, and confirm patient appointments efficiently, ensuring alignment with clinic availability and patient preferences.
• Coordinate with clinic staff to ensure timely patient inquiry follow-up and updating patients promptly if changes are required.
• Verify insurance information and patient records for accuracy, notifying patients of necessary pre-visit requirements.
• Enter patient information accurately into electronic medical records (EMR) systems, maintaining confidentiality and adhering to HIPAA regulations.
• Manage patient files, notes, and communication logs to support seamless care coordination.
• Update records as needed and ensure all patient interactions are documented for future reference.
• Provide general administrative support to the clinic, assisting with patient referrals, follow-up calls, co-pay collection and other tasks as needed.
• As needed, manage patient check-in and check-out and scan medical records.
• Communicate regularly with clinic staff to maintain up-to-date information on clinic operations, resources, and policies.
• Assist in developing improved communication processes to streamline patient services.

What you'll bring:

• High school diploma or equivalent.
• One year of customer service experience in a call center, medical office setting, or equivalent experience.
• Proficiency in Microsoft Office Suite.
• Understanding of healthcare customer service best practices, HIPAA regulations, and medical terminology.
• Strong verbal and written communication skills, active listening, problem-solving abilities, and proficiency in using healthcare-related software.
• Ability to manage high volumes of calls efficiently, maintain a calm and empathetic demeanor, work independently, and adapt to a fast-paced environment.
• Associate’s degree in healthcare administration, customer service, or a related field. (Preferred)
• Two years of experience in a medical call center or similar environment. (Preferred)
• Knowledge of medical terminology and healthcare insurance processes. (Preferred)
• Experience using EPIC. (Preferred)

Working Environment

Work is primarily performed in an office setting within a healthcare organization, which may include proximity to patient care areas. The work environment is generally quiet, but may involve some interruptions, high-paced demands and interactions with various departments. This role requires the ability to navigate within clinical or administrative areas of a healthcare organization.

Physical Requirements

The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation: This is primarily a sedentary role with prolonged periods of sitting at a desk and working on a computer. Ability to lift or carry items weighing up to 25 pounds; occasionally may need to bend, stoop, or reach to retrieve items. This role requires the ability to use a keyboard and computer for extended periods of time and to communicate clearly and understandably in person and over the telephone. Manual dexterity for data entry and use of office equipment.

Vaccine Requirement

Kinwell Health currently requires all teammates to provide proof of or complete a written attestation of a religious or medical exemption for influenza and Hepatitis B vaccines. Healthcare providers may also be subject to CDC recommended vaccines.

Kinwell provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status. Applicants with disabilities may be entitled to reasonable accommodations under the terms of the American with Disabilities Act and certain state or local laws. A reasonable accommodation is an adjustment to our standard application and/or interview process which will ensure an equal employment opportunity without imposing undue hardship on Kinwell. Please inform our Talent Acquisition team ([e-mail]) if you are requesting an accommodation to participate in the application process.

What we offer

• Paid Time Off & Paid Holidays
• Medical/Vision/Dental Insurance
• Personal Funding Accounts (HSA, FSA, DCA)
• 401K
• Basic Life Insurance
• Disability-Short Term and Long-Term Supplemental Life and ADD&D Tuition Reimbursement for qualifying programs Employee Assistance

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience. National Salary Range: $41,500.00 - $62,300.00

Kinwell is a new primary care network in Washington. Launched in 2020, Kinwell now has clinics in communities across the state, including Seattle, Redmond, Wenatchee, and Spokane. We believe healthcare is a conversation not a transaction, and include nutrition, fitness, and behavioral health as part of that conversation. Our patients enjoy longer appointment times and our clinicians can focus on the quality of care rather than the number of patients seen. We hope you’ll consider joining our vibrant and growing team! Learn More About Kinwell