Bilingual Patient Services Representative I (East Wenatchee Dental Clinic)

CVCH•East Wenatchee, WA

About The Position

Job Summary The Patient Services I’s primary job function is to be responsible for initiating patient visits, coordinating patient appointments, collecting payments, entering/updating patient information on our computer system and providing courteous, efficient and informal telephone access to clinic services. Job Specific Competencies 1. Greets all patients and guests in a warm and friendly manner. a. Performs AIDET 100% of the time; 90% proficiency score must be maintained. 2. Registers patients; collects demographics and updates data as needed; and assists them with forms if necessary. 3. Schedules appointments for patients using scheduling protocols and answering scripts. 4. Enters accurate data in EMR, EDR and other electronic records in accordance with protocol. 5. Obtains and verifies insurance information. a. Obtains and scans copy of insurance card. b. Verifies eligibility at each appointment c. Collects switch forms and waivers when necessary. 6. Collects and records payments from patients. Balances encounter batch and monies collected with totals in practice management system. a. Responsible for reviewing task buckets and claim work flow work list daily. b. Perform the End of Day Review. c. Barcode and fax all incoming documentation daily. 7. Directs phone calls to proper destination or takes a message as per protocol. 8. Assists patients with information and education on other CVCH programs as approved by Supervisor. 9. Provides accurate verbal translation, English & Spanish, when required. 10. FOR DENTAL ONLY: Schedules appointments for patients using scheduling protocols and answering scripts. a. Confirms all patients the day before scheduled appointment. b. Maintains provider’s schedules at number of appointments per day as per Dental Scheduling protocol. This includes follow-up on missed appointments and missed recall. 11. FOR DENTAL ONLY: Dental No Show a. Prepares and mails appropriate No Show letter and documents EDR record (refer to No Show policy). b. Identify reinstatement eligibility, collect documentation required in the No Show policy and submit to Dental Operations Manager for consideration. 12. FOR DENTAL ONLY: Recall Management a. Runs Recall tickler report bi-weekly for upcoming needed appointments and sends reminder postcards (refer to dental recall protocol). b. Makes follow-up calls to current and past due recall patients to schedule appointments. General Duties and Responsibilities 1. Performs other duties and tasks as assigned by supervisor. 2. Expected to be prepared to start shift at scheduled time, meet attendance standards, and work the hours necessary to perform the essential functions of the job. 3. Conforms to safety policies, general housekeeping practices. 4. Demonstrates sound work ethics, flexible, and shows dedication to the position and the community. 5. Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers. 6. Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others. 7. Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others. 8. Conforms to CVCH policies and Joint Commission and HIPAA regulations.

Requirements

Must have a valid WA State Driver’s License and good driving record
Bilingual in English/Spanish required
Knowledge of computer applications and equipment related to work
Effectively work in a multi-task environment, prioritizing tasks properly, and completing tasks/projects in a timely manner
Basic computer experience; adequate typing; 10-key calculator and filing skills; ability to communicate with fluency in English/Spanish
Excellent customer service skills
Ability to work in a collaborative team work environment and/or work independently
Strong interpersonal and communication skills, with the ability to work effectively with a wide range of consumers in a diverse community
Develop and maintain effective working relations with peers, patients, other agencies, contracted providers, and the public
Able to work well independently, learn quickly and adjust work assignments in response to system changes
Caring attitude, commitment to serving low-income patients
Strong organizational skills, attention to detail, must possess problem solving/reasoning skills, assess and evaluation various situations
Knowledge of federal and state regulations for health care plans
Ability to interpret and manipulate numbers, analyze, assessing/evaluating, and exercise good judgment
Must demonstrate concern for accuracy and attention to detail
Essential sensory requirements include the ability to: read computer keyboard, monitor, and documents; prepare and analyze documents; read extensively; hear, recognize, and assess verbal presentations of patients; receive and convey detailed information orally, by telephone and in person; convey accurate and detailed instructions by speaking to others in person and by telephone

Nice To Haves

High School Diploma or equivalent preferred
One year experience in the medical or business/office field or equivalent education and training/certification preferred

Responsibilities

Initiating patient visits
Coordinating patient appointments
Collecting payments
Entering/updating patient information on our computer system
Providing courteous, efficient and informal telephone access to clinic services
Greets all patients and guests in a warm and friendly manner
Registers patients; collects demographics and updates data as needed; and assists them with forms if necessary
Schedules appointments for patients using scheduling protocols and answering scripts
Enters accurate data in EMR, EDR and other electronic records in accordance with protocol
Obtains and verifies insurance information
Collects and records payments from patients
Balances encounter batch and monies collected with totals in practice management system
Directs phone calls to proper destination or takes a message as per protocol
Assists patients with information and education on other CVCH programs as approved by Supervisor
Provides accurate verbal translation, English & Spanish, when required
Maintains provider’s schedules at number of appointments per day as per Dental Scheduling protocol
Prepares and mails appropriate No Show letter and documents EDR record
Runs Recall tickler report bi-weekly for upcoming needed appointments and sends reminder postcards
Makes follow-up calls to current and past due recall patients to schedule appointments
Performs other duties and tasks as assigned by supervisor
Conforms to safety policies, general housekeeping practices
Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others
Conforms to CVCH policies and Joint Commission and HIPAA regulations

Benefits

Medical Premera (Self Insured) Preferred Provider Employee covered - $60.00 per month Dependents covered – please refer to the benefits Guide 2025 for rates First of the month following the first date of employment.
Dental Washington Dental Employee covered – 100% Dependents covered – 50% First of the month following the first date of employment.
Paid Leave 120 hours – Year 1 136 hours - Year 2 Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years. Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.
Extended Illness Bank (EIB) Allows for maximum accrual of 200 hours PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.
Holidays 88 hours related to: · New Year’s Day · Memorial Day · 4 th of July · Labor Day · Thanksgiving Day · Day after Thanksgiving · Christmas Eve · Christmas Day · 3 Diversity Days Holidays are calculated as 8-hour days if full time, 1.0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee’s timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below: · Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE) · May 1 – August 31: 2 diversity days (16 hours if 1.0 FTE) · Sept 1 – Dec 31: 1 diversity day (8 hours if 1.0 FTE) Please refer to the Paid Leave policy for additional details.
403(b) Retirement Plan Lincoln Financial 150% CVCH match up to 3% of the employee’s contribution Immediately. Vesting schedule: 20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.
Employee Assistance Program Mutual of Omaha No cost short-term counseling for employee and family Immediately. Call 800-316-2796
Long-term Disability Mutual of Omaha Employee Only (variable) First of the month following the first date of employment.
Basic Term Life Mutual of Omaha Employee Only (1x annual salary, up to $200,000) First of the month following the first date of employment.
Group Accidental Death and Dismemberment (AD&D ) Mutual of Omaha Employee Only (1x annual salary, up to $200,000) First of the month following the first date of employment.
Supplemental Term Life Mutual of Omaha Employee / Spouse / Dependent(s) First of the month following the first date of employment.
Voluntary AD&D Mutual of Omaha Employee / Family First of the month following the first date of employment.
Health Reimbursement Arrangement RedQuote Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year. First of the month following the first date of employment.
Flex Plan: Medical RedQuote Flex Plan: Maximum $3,200 per year Direct Deposit available First of the month following the first date of employment.
Flex Plan: Dependent Care RedQuote Flex Plan: Maximum $5,000 per year Direct Deposit available First of the month following the first date of employment.
AFLAC Supplemental insurance – cafeteria plan First of the month following the first date of employment.
Wellness Stipend CVCH will reimburse staff up to $30 per month for a local gym membership OR CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.) Immediately. Once employee has submitted invoice to HR/Payroll department.
Cell Phone Discounts Discounted monthly access fees Discounted select accessories and special equipment Available for personal cell phones, currently in place with AT&T & Verizon
Tuition Reimbursement For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of: · $4,000 for an Associate’s degree, vocational, technical, or certification program · $6,000 for a Bachelor’s degree · $8,000 for a Master’s degree Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply. Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.