Bilingual Patient Services Representative I - (Chelan)

CVCH•Chelan, WA

11d•Onsite

About The Position

The Bilingual Patient Services Representative I initiates patient visits, coordinates appointments, collects payments, enters and updates patient information in computer systems, and provides courteous, efficient telephone access to clinic services. The role serves patients and guests at a primary assigned location and may be scheduled to cover other CVCH locations. The position is not eligible for telecommuting. The representative greets and registers patients, gathers and updates demographic and insurance information, assists with forms, schedules appointments, records information in electronic records, processes payments, and directs phone calls according to protocol. The role also provides accurate verbal translation between English and Spanish when required and may share information about other CVCH programs as approved by a supervisor. Dental-specific duties include appointment confirmations, schedule maintenance, missed-appointment follow-up, no-show processing, and recall management. The position is performed mostly in a typical indoor office environment. Chelan shifts are assigned between 6:45 a.m. and 5:00 p.m., Monday through Friday. Employees are expected to be ready to begin work at their scheduled time and work the hours necessary to perform the job’s essential functions. The role requires customer-service skills, attention to detail, computer proficiency, and the ability to work collaboratively or independently with a diverse community.

Requirements

Bilingual English/Spanish skills are required.
A valid Washington State driver’s license and a good driving record are required.
Knowledge of computer applications and equipment related to the work; basic computer experience, adequate typing, 10-key calculator, and filing skills.
Ability to multitask, prioritize work, and complete tasks and projects in a timely manner.
Excellent customer-service skills and strong interpersonal and communication skills; ability to work effectively with a diverse community and maintain effective working relationships.
Ability to work collaboratively and independently, learn quickly, and adjust work assignments in response to system changes.
Strong organizational skills, attention to detail, and problem-solving, reasoning, assessment, and judgment skills.
Ability to interpret and manipulate numbers and knowledge of federal and state regulations for health care plans.
Ability to meet the stated physical, reading, hearing, and communication requirements of the role, including lifting or moving items weighing at least 10 pounds; assistance is available as needed.
Education is not required; a high school diploma or equivalent is preferred.

Nice To Haves

One year of experience in the medical or business/office field, or equivalent education and training/certification.
High school diploma or equivalent.

Responsibilities

Greet patients and guests warmly and perform AIDET to the required proficiency standard.
Register patients, collect and update demographic information, and assist with forms as needed.
Schedule appointments using established protocols and scripts.
Enter accurate information into EMR, EDR, and other electronic records.
Obtain and verify insurance information, scan insurance cards, check eligibility at each appointment, and collect forms or waivers when needed.
Collect and record patient payments; balance encounter batches and collected funds against practice-management-system totals.
Review task buckets and claim workflow work lists daily, perform the End of Day Review, and barcode and fax incoming documentation daily.
Direct phone calls to the appropriate destination or take messages according to protocol.
Provide patients with information and education about other CVCH programs when approved by a supervisor.
Provide accurate verbal translation between English and Spanish when required.
For dental services, confirm appointments the day before, maintain provider schedules according to protocol, and follow up on missed appointments and recalls.
For dental services, prepare and mail no-show letters, document the EDR record, assess reinstatement eligibility, collect required documentation, and submit it to the Dental Operations Manager for consideration.
For dental services, run the recall tickler report every two weeks, send reminder postcards, and follow up with current and past-due recall patients to schedule appointments.
Perform other duties as assigned by the supervisor.
Follow attendance, safety, housekeeping, CVCH, Joint Commission, and HIPAA requirements, and demonstrate respectful, culturally aware conduct aligned with the organization’s core values.

Benefits

Medical coverage through Premera; employee coverage is listed at $70 per month, with dependent rates in the benefits guide.
Dental coverage through Washington Dental; employee coverage is 100% and dependent coverage is 50%.
Paid leave accrual, including 120 hours in Year 1 and 136 hours in Year 2, with additional annual accrual thereafter up to the stated maximum.
Extended Illness Bank (EIB).
64 hours of holiday time for the listed holidays, prorated when applicable.
Three Diversity Days, prorated based on start date.
403(b) retirement plan with a 150% CVCH match up to 3% of the employee’s contribution.
Employee Assistance Program with free short-term counseling for employees and family.
Long-term disability coverage.
Basic term life insurance and group accidental death and dismemberment coverage.
Supplemental term life insurance and voluntary AD&D coverage.
Health Reimbursement Arrangement reimbursement for eligible out-of-pocket CVCH service expenses, up to $750 per family per year.
Medical and dependent-care flexible spending plans.
AFLAC supplemental insurance through a cafeteria plan.
Wellness stipend for a local gym membership or subscription workout program.
Discounts on monthly cell phone access fees and select accessories or equipment.
Tuition reimbursement for approved courses, subject to eligibility and program limits.