Patient Services Representative - Call and Referral Support

Jobvite, Inc.; Kirkland (WA); On-site; USD 31,000 - 50,000; Full time

Benefits offered by this job

Medical, vision and dental insurance

Paid Time Off/Vacation

Tuition assistance

Retirement plans

Free parking

Commuter benefits

Job summary

EvergreenHealth in Kirkland, WA is hiring a Patient Services Rep to be the first point of contact in a fast-paced clinical environment. You will handle pre-registration, scheduling, check-in, billing processing, and coordination of care to ensure a smooth patient experience.

Requires a High School diploma and at least 1 year of customer service, with strong communication, problem solving, and the ability to work independently; Epic EMR experience preferred.

Qualifications

• 1 year of experience in a customer service role
• Excellent interpersonal communication skills across diverse individuals
• Ability to problem solve, stay calm under pressure and present oneself professionally
• Strong written communication and legibility
• Ability to work independently and in a team environment
• Actively listen and employ de-escalation techniques
• Ability to prioritize multiple tasks and follow protocols

Responsibilities

• Coordinate patient scheduling for in-person or virtual visits and manage rescheduling
• Handle multi-line phone system and direct urgent calls to clinical staff
• Verify active insurance coverage and educate on co-pay/self-pay terms
• Enrol patients on patient portal and explain usage
• Request and validate interpreter services
• Greet patients and assist with paperwork during check-in
• Monitor message pools and respond to patient inquiries within timelines
• Coordinate communication between staff and patients, including care requests
• Manage appointment queues and wait lists
• Prepare and send patient outreach communications
• Request medical records and support care gaps closure
• Handle referrals and liaise with insurers and clinics
• Collect copayments per policy
• Support staff training and clinic workflow
• Maintain clean waiting areas and adhere to infection control

Skills

Customer service

Interpersonal communication

Problem solving

Written communication

De-escalation techniques

Multitasking

Independent work

Education

High School diploma or equivalent

Tools

Epic EMR

Windows OS

Job description

Wage Range: $22.59 - $36.14 per hour

$3000.00 bonus for full-time and pro-rated for part-time.

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

The Patient Services Rep (PSR) Serves as the first point-of-contact for patients in a fast-paced clinical environment and utilizes exceptional customer service skills to coordinate care and provide an excellent patient experience. Responsibilities include pre-registration/scheduling, registration/check in, message and queue management, medical records request management, referral management, and billing/payment processing/charge reconciliation.

Primary Duties

1. Coordinates all aspects of patient scheduling to include creating initial and follow up in-person or virtual visit appointments; rescheduling, cancelling and managing self-scheduled appointments in a fashion that meets patient care needs and optimizes provider schedules.
2. Manages multi-line telephone system (incoming and outgoing). Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
3. Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
4. Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
5. Requests, confirms and validates interpreter services.
6. Greets patients and completes check-in process. Directs and assists patients with completion of appropriate paperwork.
7. Monitors various group Message Pools and responds to patient requests, questions and concerns within established organizational timelines.
8. Takes complete and accurate messages and coordinate communication between appropriate interdisciplinary staff. Coordinates emergent or add-on patient care requests with clinical team and provider.
9. Manages appointment queues (Ex. future appointment orders; cancellation list; wait list).
10. Prepares, documents and sends various patient outreach communications.
11. Initiates outside medical record requests by requesting materials from admissions and emergency departments, physicians and other authorized hospital staff to support provider visits and closure of care gaps for Health Maintenance. Prepares and scans documents for Health Information Management department processing.
12. Manages incoming referrals through clinic documentation and established tracking protocol. Facilitates communication between the clinic, patient and insurance company, as required.
13. Identifies and collects copayments in adherence with organizational goals.
14. Cultivates EvergreenHealth culture of community by supporting new staff training.
15. Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
16. Orders and restocks patient forms and non-medical supplies.
17. Files, faxes, scans, photocopies and distributes mail.
18. Performs open and close duties, which vary from clinic to clinic.
19. 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
• Knowledge of basic medical terminology/common medications
• Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) Payer/Insurance Portals
• Electronic Medical Record (EMR) experience, preferably Epic
• 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.

• 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