Patient Services Rep-Contact Center

EvergreenHealth; Kirkland (WA); Hybrid; USD 31,000 - 50,000; Full time

Benefits offered by this job

Medical, vision and dental insurance

401(k) retirement plan

Paid Time Off

Tuition assistance

Free parking

Job summary

EvergreenHealth in Kirkland, WA, is hiring a Patient Access Representative to serve as the first point of contact in a fast-paced call center. You will coordinate patient registration, scheduling, insurance eligibility and referrals, while delivering an outstanding patient experience.

Responsibilities include handling multi-line calls, processing payments, supporting RN triage, and coordinating with clinical staff.

Qualifications

• Minimum 1 year of experience in a customer service role.
• Excellent interpersonal and written communication skills.
• Ability to stay calm under pressure and respond professionally.
• Strong ability to prioritize tasks and manage multiple queues.
• Proficient keyboarding and Windows OS skills.

Responsibilities

• Coordinate patient scheduling and manage in-person and virtual visits.
• Handle multi-line telephone system and message management.
• Confirm insurance coverage and educate on co-pays and benefits.
• Promote patient portal enrollment and assist with enrollment.
• Refer to appropriate clinical staff for triage and emergent needs.
• Process payments and reconcile charges.
• Coordinate referrals and authorizations as needed.
• Prepare communications to patients via letters or portal messages.
• Monitor and respond to pending work queues.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

De-escalation

Multitasking

Keyboarding

Education

High School diploma or equivalent

Tools

Epic EMR

Windows-based software

Job 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

Serves as the first point-of-contact for patients in a fast-paced call center. Utilizes exceptional customer service skills to coordinate patient care and to provide an excellent patient experience. Responsibilities may include inbound and outbound call management in relation to patient registration and scheduling; payment processing and charge reconciliation; message and work queue management; facilitating pathway for patients needing RN triage; prior authorizations, medication refill management; referral management and other duties as assigned.

Primary Duties

1. Coordinates all aspects of patient scheduling to include creating initial and follow up in-person and virtual visit appointments; rescheduling, cancelling, and managing self-scheduled appointments in a timely manner that meets the needs of the patient and optimizes provider schedules.
2. Requests, confirms, and validates interpreter services to meet patient needs.
3. Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
4. Markets the benefits of the patient portal and assists patients with the enrollment process.
5. Manages multi-line telephone system (incoming and outgoing).
6. Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening. Coordinates emergent or add-on patient care requests with clinical team and provider.
7. Responsible for message management to include accurate and complete messages, may propose orders and coordinate communication with clinic staff.
8. Manages various work queues and takes prompt action to respond to pending requests.
9. Prepares and sends letters, portal messages or phone calls to communicate pertinent information and important patient outreach.
10. Performs other duties as assigned.

License, Certification, Education or Experience

REQUIRED for the position:

• 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

DESIRED for the position

• Previous experience in a medical reception or similar administrative role or experience providing direct clinical patient care such as working as Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, Surgical Assistant, etc.
• Knowledge of basic medical terminology/common medications
• Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) and Payer/Insurance Portals
• Electronic Medical Record (EMR) experience, Epic
• Familiarity with HIPAA and other health industry compliance standards

Benefit Information

Choices that care for you and your family

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans 457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits
• Cafeteria & Gift Shop Discount

View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below.

Kirkland Employee Benefits | Kirkland, WA | EvergreenHealth