Patient Experience Specialist

EvergreenHealth; Kirkland (WA); On-site; USD 31,684 - 49,593; Full time

Benefits offered by this job

Washington Paid Sick Leave

457(b) retirement plan

Free parking

Cafeteria & Gift Shop Discount

Job summary

EvergreenHealth in Kirkland, WA is seeking a Patient Services Rep to be the first point of contact in a fast-paced clinical setting, coordinating care and delivering an exceptional patient experience through pre-registration, scheduling, enrollment in the patient portal, and accurate billing support.

The role requires strong communication, problem-solving, and the ability to manage multiple tasks while maintaining HIPAA compliance and teamwork with clinical staff.

Qualifications

• High School diploma or equivalent.
• 1 year of experience in a customer service role.
• Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
• Ability to problem solve, stay calm under pressure and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients (Ex. service recovery)
• Strong written communication skills, including ability to spell accurately and write legibly.
• Ability to work independently, show initiative and work productively within a team environment.
• Actively listen to and validate patient conversations. Employ de-escalating techniques as appropriate
• Ability to prioritize multiple tasks and ability to access, analyze and apply concepts associated with protocols, policy and guidelines
• Keyboarding skills and working knowledge of Windows based software systems

Responsibilities

• Coordinates all aspects of patient scheduling including initial and follow-up appointments, rescheduling, and managing self-scheduled visits.
• Manages multi-line telephone system and directs urgent inquiries to appropriate clinical staff.
• Assists with insurance verification and patient education on coverage and billing concepts.
• Enrols patients on the portal and explains its benefits and use.
• Requests interpreter services and coordinates communication needs.
• Greets patients and completes check-in and paperwork.
• Monitors message queues and responds to patient inquiries within timelines.
• Facilitates communication between staff and patients and coordinates care requests.
• Manages appointment queues and outreach communications.
• Supports medical records requests and health information management processes.
• Coordinates referrals and communicates with insurance as needed.
• Collects copayments as per policy and tracks payment activity.
• Supports training and maintains infection control and safety standards.
• Orders and restocks forms and supplies; handles mail.

Skills

Customer service

Communication

Problem solving

Interpersonal skills

Windows knowledge

Organization

Education

High School diploma

Tools

Epic EMR

Real Time Eligibility portals

Job description

EvergreenHealth in Kirkland, WA is seeking a Patient Services Rep to be the first point of contact in a fast-paced clinical setting, coordinating care and delivering an exceptional patient experience through pre-registration, scheduling, enrollment in the patient portal, and accurate billing support.

The role requires strong communication, problem-solving, and the ability to manage multiple tasks while maintaining HIPAA compliance and teamwork with clinical staff.