Patient Services Representative - Urology Care

EvergreenHealth; Kirkland (WA); On-site; USD 64,729,291 - 103,555,569; Full time

Benefits offered by this job

Medical, vision and dental insurance

On-demand virtual health care

Health Savings Account

Flexible Spending Account

Life and disability insurance

Tuition assistance

Paid Time Off/Vacation

Paid holidays

Parking and commuter benefits

HIPAA compliance training

Employee wellness programs

Job summary

EvergreenHealth seeks a Patient Services Rep to be the first point of contact in a fast-paced clinical setting. You will manage patient registration, scheduling, and billing interactions to ensure a positive patient experience.

Responsibilities include pre-registration, check-in, insurance verification, portal enrollment, and coordinating with clinical staff to support care gaps. High School diploma and strong communication required.

Qualifications

• 1 year of customer service experience is required.
• Excellent interpersonal communication and a professional demeanor.
• Ability to problem solve, stay calm under pressure and respond courteously.
• Strong written communication and spelling abilities.
• Ability to work independently and as part of a team.
• Active listening and de-escalation techniques when needed.
• Prioritize tasks and apply policies with accuracy.
• Keyboarding skills and Windows software proficiency.

Responsibilities

• Coordinate all aspects of patient scheduling and appointments.
• Manage multi-line phone system and direct urgent calls.
• Verify insurance and educate patients on coverage.
• Enroll patients on the patient portal and explain its use.
• Coordinate patient communications with clinic staff and referrals.
• Handle copayment collection per policy.
• Support patient outreach and maintain tidy waiting areas.
• Assist with open/close duties and other tasks as assigned.

Skills

Customer service

Interpersonal communication

Problem solving

Written communication

Independent worker

Teamwork

Active listening

De-escalation

Multi-tasking

Keyboarding

Education

High School diploma or equivalent

Tools

EMR Epic

Real Time Eligibility Portal

Windows OS

Job description

Wage Range

$22.59 - $36.14 per hour. $3,000.00 bonus for full‑time and pro‑rated for part‑time.

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 record request management, referral management, and billing/payment processing/charge reconciliation.

Primary Duties

• 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.
• 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.
• 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.
• Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
• Requests, confirms and validates interpreter services.
• Greets patients and completes check‑in process. Directs and assists patients with completion of appropriate paperwork.
• Monitors various group Message Pools and responds to patient requests, questions and concerns within established organizational timelines.
• 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.
• Manages appointment queues (Ex. future appointment orders; cancellation list; wait list).
• Prepares, documents and sends various patient outreach communications.
• 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.
• Manages incoming referrals through clinic documentation and established tracking protocol. Facilitates communication between the clinic, patient and insurance company, as required.
• Identifies and collects copayments in adherence with organizational goals.
• Cultivates EvergreenHealth culture of community by supporting new staff training.
• Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
• Orders and restocks patient forms and non‑medical supplies.
• Files, faxes, scans, photocopies and distributes mail.
• Performs open and close duties, which vary from clinic to clinic.
• 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

• 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