Healthcare Call Center Representative

Kinwell • Redmond, WA

1d • $47,400 - $71,100 • 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 helping patients access healthcare services. The representative builds positive relationships and delivers a compassionate experience that supports clinic operations. As needed, the role also supports patient check-in and check-out, medical-record scanning, and co-pay collection.

This is an on-site position at one of Kinwell’s clinics in Westlake (Seattle), Ballard (Seattle), Redmond, or Spokane Valley. Work is primarily in an office setting within a healthcare organization and may be near patient-care areas. The environment is generally quiet, but may include interruptions, fast-paced demands, and interactions with various departments.

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, addressing questions about appointments, services, billing, and general inquiries.
• Communicate clearly, compassionately, and respectfully to provide patients with a positive experience.
• Meet daily inbound call goals aligned with call volume demands.
• Schedule, reschedule, and confirm appointments in alignment with clinic availability and patient preferences.
• Coordinate with clinic staff on timely follow-up and promptly update patients when changes are required.
• Verify insurance information and patient records, and notify patients of necessary pre-visit requirements.
• Enter patient information into electronic medical records while maintaining confidentiality and following 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 about clinic operations, resources, and policies.
• Assist in developing improved communication processes to streamline patient services.

Benefits

• Paid time off and paid holidays.
• Medical, vision, and dental insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account (DCA) funding accounts.
• 401(k).
• Basic life insurance.
• Short-term and long-term disability insurance.
• Supplemental life and AD&D insurance.
• Tuition reimbursement for qualifying programs.
• Employee assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED