Lead Patient Services Rep-Contact Center (40 hrs/wk)

Admin/Clerical Kirkland, Washington

Department: Call and Referral Support
Job Type: Full-Time Shift: Day
Hours/Week: 40
Req: 45525


*** Sign on bonus up to $3,000.00 for a new employee of EvergreenHealth***

This position requires working in the office.

$19.59 hr. - $28.41 hr. DOE

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.

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, preferably Cerner or Epic
  • Familiarity with HIPAA and other health industry compliance standards

EvergreenHealth offers a rich benefit package including Medical, Dental, Vision, Life and Disability Benefits, Employer Match Retirement Plan, Employee Discounts and Commuter Benefits including Transit Pass for Commuters.
2022_EvergreenHealthBenefitsGuide.pdf (jobvite.com)