Clinical Patient Services Representative

NORTHWEST SURGICAL•Vancouver, WA

9h•Hybrid

About The Position

Rebound is hiring for a full-time Clinical Patient Services Representative to join our amazing call center team in Vancouver, WA. This role primarily answers inbound phone lines, makes occasional outbound calls, performs a variety of patient care activities primarily over the phone and supporting clinical staff appointments in a professional, efficient and timely manner, facilitates patient clinical communication, and maintains accuracy of assigned provider schedules. The ideal candidate will possess great organizational skills and energy, a can-do attitude, a desire to learn the practice, and a collaborative team spirit. The candidate will also possess excellent interpersonal skills, a superior commitment to patient care, and the ability to work closely with patients and physicians. This position will be based out of our Stone Mill Business Park location, though has the potential to move to a remote status after a satisfactory 90-day introductory period.

Requirements

High School Diploma or GED.
Familiarity with medical terminology and flow of medical practices required.
Experience working with Electronic Health Records systems required.
Work related experience, preferably in a medical office, and/or call center setting.
Ability to work in a call center setting consisting of a high volume of calls and typing.
Ability to manage difficult and stressful situations. Strong problematic resolution skills.
Knowledge of business office procedures.
Knowledge of grammar, spelling and punctuation to communicate patient information.
Skill in operating a computer and photocopy machine.
Ability to speak clearly and concisely.
Ability to read, understand, and follow oral and written instructions.
Ability to establish and maintain effective working relationships with patients, providers, employees and the general public.

Nice To Haves

Associates or Bachelors degree in healthcare administration or other healthcare related coursework preferred.
Medical Certification and/or training preferred.
Experience with a multi-line phone and queue management system preferred.
Working knowledge of medical terminology, highly desirable.
Work related experience with Microsoft Applications preferred.

Responsibilities

Support an environment that reinforces Rebound’s mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality and Recognition.
Answer Phones, log calls, work task box, read and respond to individual and group email requests, voice mail and messages from call center.
Assist in follow up of Provider post call and directed care requests to ensure timely follow up.
Assist Medical Assistants and medical office staff with tasks and prescription refills as time allows.
Answer basic patient questions via phone, patient portal, within scope of practice.
Develop and maintain a collaborative working relationship with all team members.
Review provider schedules and dashboards. Request imaging, lab results, notes and reports as needed. Manage hospital follow-ups/ED Admits.
Book, coordinate and reschedule patients appointments based on defined appointment protocol.
Relay necessary messages to staff via the patient chart, email, phone call or in person as needed based on individual circumstance.
Be cognizant of the abandonment rate to ensure that call turnaround time is minimized and patients are not left pending in the appointment queue.
Maintain and update current information on physician schedules.
Answer questions regarding patient appointments and testing.
Monitor physician schedules to make sure they are meeting designated protocol standards.
Attend meetings as required.
Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
Perform related work as required.

Benefits

Medical/Vision/Rx
Dental
401(K) Retirement Plan, including discretionary profit sharing and Cash Balance Plan
Company paid Life Insurance/AD&D
Voluntary Life insurance/AD&D
Company paid short and long-term disability
Flexible Spending and Health Saving Accounts
Employee Assistance Program
Free Parking
Paid Time Off accrued at up to 24 days in your first year based on FTE