Healthcare Call Center Representative

Kinwell•Spokane Valley, WA

3d•Onsite

About The Position

The Healthcare Call Center Representative is a key point of contact for Kinwell Primary Care’s new and existing patients. The role provides customer service by answering calls, scheduling appointments, managing inquiries, and supporting patient access to healthcare services. The representative builds positive relationships and provides a seamless, compassionate patient experience while supporting clinic operations. Additional duties may include patient check-in and check-out, scanning medical records, and collecting co-pays. This position works on-site at one of the following clinics: Westlake or Ballard in Seattle, Redmond, or Spokane Valley. Work is primarily in an office setting within a healthcare organization, potentially near patient care areas. The environment is generally quiet but may involve interruptions, fast-paced demands, and interaction with various departments. The role is primarily sedentary, with prolonged sitting and computer use. It requires the ability to navigate clinical or administrative areas, lift or carry items up to 25 pounds, occasionally bend, stoop, or reach, use a keyboard and office equipment, and communicate clearly in person and over the telephone. Kinwell requires teammates to provide proof of or complete a written attestation of a religious or medical exemption for influenza and Hepatitis B vaccines. Healthcare providers may also be subject to CDC-recommended vaccines.

Requirements

High school diploma or equivalent.
One year of customer service experience in a call center, medical office setting, or equivalent experience.
Proficiency in Microsoft Office Suite.
Understanding of healthcare customer service best practices, HIPAA regulations, and medical terminology.
Strong verbal and written communication skills, active listening, and problem-solving abilities.
Proficiency in using healthcare-related software.
Ability to manage high volumes of calls efficiently, maintain a calm and empathetic demeanor, work independently, and adapt to a fast-paced environment.

Nice To Haves

Associate’s degree in healthcare administration, customer service, or a related field.
Two years of experience in a medical call center or similar environment.
Knowledge of medical terminology and healthcare insurance processes.
Experience using EPIC.

Responsibilities

Respond to incoming patient calls and messages, answering questions about appointments, services, billing, and general inquiries.
Communicate clearly, compassionately, and respectfully with patients.
Meet daily inbound call goals in line with call volume demands.
Schedule, reschedule, and confirm appointments in accordance with clinic availability and patient preferences.
Coordinate with clinic staff on patient inquiry follow-up and promptly update patients when changes are required.
Verify insurance information and patient records for accuracy, and notify patients of necessary pre-visit requirements.
Enter patient information accurately into electronic medical records while maintaining confidentiality and adhering to HIPAA regulations.
Manage patient files, notes, and communication logs to support care coordination.
Update records and document patient interactions for future reference.
Provide administrative support, including patient referrals, follow-up calls, and co-pay collection.
As needed, manage patient check-in and check-out and scan medical records.
Communicate with clinic staff to maintain current information about clinic operations, resources, and policies.
Assist in developing improved communication processes to streamline patient services.