Patient Accounts Rep-Call Center

Evergreen Health Group

Kirkland (WA)

Presencial

USD 31.000 - 50.000

Jornada completa

Hace 4 días

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Ventajas ofrecidas por este puesto de trabajo

Medical, vision and dental insurance

Retirement plans 457(b) and 401(a)

Paid Time Off/Vacation

Tuition assistance for undergraduate &

Free parking

Commuter benefits

Flexible benefits program

Descripción de la vacante

EvergreenHealth in Kirkland, WA is seeking a Patient Financial Counselor to assist self-pay patients with payments and financial assistance applications. You will handle inbound/outbound calls, MyChart messages, and EMR work queues, updating patient demographics and insurance details while delivering outstanding service in a high-volume call center.

Responsibilities include processing payments, setting up payment plans, conducting eligibility screenings, and guiding patients through financial

Formación

High school graduate or equivalent
2 years in a customer service role
Strong verbal and written communication skills, with the ability to work effectively with diverse backgrounds
Demonstrated active listening, de-escalation, and patient-centered communication
Effective problem-solving and critical thinking while maintaining composure
Strong attention to detail with accurate documentation and processes
Ability to collaborate with coworkers and support department success

Responsabilidades

Assist self-pay patients with payments and payment plans
Handle inbound/outbound calls and MyChart messages
Update EMR with payments, demographics, and insurance data
Provide financial assistance screenings and support through application processes
Research and resolve payment disputes or discrepancies; escalate when needed
Maintain confidentiality and HIPAA compliance
Meet key performance indicators for call wait time, resolution, and payments collected

Conocimientos

Customer service

Active listening

Communication skills

De-escalation

Problem solving

Attention to detail

Team collaboration

Empathy

Educación

High school diploma

Herramientas

Epic EMR

RTE portals

Descripción del empleo

Description

Wage Range: $22.59 – $36.14 per hour

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Job Summary

Responsible for assisting self-pay patients with their payment needs, including setting up and obtaining payments for services rendered by EvergreenHealth. Utilizes strong customer service skills to deliver excellent patient experience while providing first level support to patients in a dynamic call center environment. Assists patients via inbound and outbound phone calls, responding to MyChart messages, and handling electronic medical record (EMR) work queues. Responsible for payment processing, patient account reviews, updating patient demographics, updating and reviewing insurance information, providing financial assistance screenings and support to patients, and assisting with patient dispute reviews and resolution.

Primary Duties

Supports patient account activities and follow-up needs by coordinating with patients, guarantors, or authorized individuals for all aspects of EvergreenHealth self-pay accounts receivable.
Answers inbound calls and makes outbound calls regarding self-pay balances.
Ensures patient confidentiality by verifying identity and account details.
Requests, confirms, and validates interpreter services to meet patient needs.
Processes payments, establishes and monitors payment plans, and encourages timely resolution of balances while delivering a positive patient experience.
Provides information on available Financial Assistance programs, conducts eligibility screenings, and supports patients throughout the application process.
Researches and resolves disputes or discrepancies. Escalates unresolved concerns to internal resources and other departments as needed.
Identifies if other insurance coverage opportunities are available. Determines if other insurance coverage can be applied.
Advises and supports patients with insurance coordination and related needs.
Maintains accurate documentation of all customer interactions in the EMR system and monitors call outcomes and follow-ups.
Ensures patient confidentiality of sensitive financial situations while demonstrating empathy and professionalism.
Meets and exceeds key performance indicators, which include average wait time, call resolution time, call abandonment rate, payments collected, quality assurance standards, and overall customer experience.
Ensures timely, accurate, and professional communications through phone and MyChart in a high-volume environment.
Prepares and delivers patient communications via letters, portal messages, and phone calls to provide timely information and support outreach efforts.
Manages various work queues by promptly responding to pending requests.
Performs other duties as assigned.

License, Certification, Education or Experience

REQUIRED for the position

High School graduate or equivalent combination of education and experience
2 years of experience in a customer service role
Strong verbal and written communication skills, with the ability to work effectively with individuals of diverse backgrounds and within cross-functional teams.
Demonstrated active listening, de-escalation, and patient-centered communication in both individual and team-based interactions
Effective problem-solving and critical thinking skills while maintaining composure and professionalism in challenging situations
Strong attention to detail with ability to accurately document interactions and follow established processes to support team efficiency.
Ability to collaborate with and support coworkers by sharing knowledge and contributing to the department and organizational success.

DESIRED for the position

Experience in healthcare customer service, medical billing environment, or administrative support role
Electronic Medical Record experience, preferably Epic.
Demonstrated effective communication and problem-solving with patients or clients.
Knowledge of basic medical terminology/common medications.
Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) and Payer/Insurance Portals.
Familiarity with HIPAA and other health industry compliance standards.

Benefit Information

Choices that care for you and your family

At EvergreenHealth, we appreciate our employees’ commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.