Patient Access Representative I or II - Call Center

HealthPoint Careers • Renton, WA

12d • Remote

About The Position

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care. The Patient Access Representative is responsible for providing exceptional customer service by updating and maintaining patient contact info, understanding patient needs, and resolving patient requests including scheduling appointments, documentation in the chart, or connecting patient with other Health Point employees for 1st call resolution. Patient Access Representative I provides patient service for one or two service lines over the phone, with the opportunity to learn new service lines and how to provide patient services over other patient communication channels to develop within the department. Patient Access Representative II is an expansion of the Patient Access Representative I and supports and serves multiple service lines and in multiple patient communication channels (portal, phone, chat etc.) In addition, PAR II may be required to perform projects that support Patient Access, HealthPoint’s Mission, and Strategic objectives of the organization. Compensation is dependent on skills and experience.

Requirements

• Strong written and verbal communication skills required.
• Ability to read and interpret technical and other complex documents.
• The ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instruction.
• Constructive thinking and alternative short to long-term solutions must be considered.
• Action plans must be developed and implemented.
• Basic operating knowledge of Windows Operating System and Microsoft Word required.
• Proof of vaccination for COVID-19 is required, prior to start.
• HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination.
• If you have received the Johnson & Johnson vaccine, we ask that you provide documentation demonstrating proof of an alternate COVID vaccine or vaccine series.
• All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, annual Influenza and TB QuantiFERON Gold Titer .
• Additionally, if you work in a HealthPoint clinic, Tdap (within last 10 years) is required.
• Hepatitis B. is required for clinical employees with potential exposure to blood/blood products.
• All immunizations are a condition of employment.
• Upon hire, employees must provide proof of their immunizations and/or immune titer results prior to starting or no later than their fifth (5) business day of employment.

Nice To Haves

• Ability to communicate with a diverse patient population, read and interpret technical and other complex documents, relay complex information to others, and the ability to professionally communicate in an organized manner- both verbally and in writing.
• Experience in a customer service setting and/or a process-driven workplace as well as bilingual skills preferred (ideally in Spanish, Somali, Arabic, Dari, Punjabi, or Russian).
• Technical degree or certificate preferred; or a combination of experience and education.
• Intermediate typing & 10-key skills with a high level of accuracy preferred.
• Previous experience with scheduling software, customer information systems, and Microsoft Outlook and Excel preferred.

Responsibilities

• Supporting a single patient service line over a single patient communication channel (portal, phone, chat,)
• Updates and maintains accurate patient records including contact information and language preferences
• Clarifies patient needs using probing questions and determines when escalation is required to receive appropriate resolution for patient issues
• Research chart to complete unresolved issues
• Schedules patient appointments
• Provides detailed communication to care team on behalf of patients to achieve resolutions quickly
• Uses critical thinking, and astute decision making to provide patients with resolutions that meet the patients' needs, respects clinic flow, and minimizes risks to patient care
• Schedule patient initial and follow up appointments ensuring efficient use of provider time and the appropriate care for patients according to HealthPoint procedures.
• Maintain schedule accuracy for maximum patient flow.
• Follow established procedures for answering and screening incoming appointment-related telephone calls, scheduling interpreters, and directing calls to appropriate staff.
• Maintain effective communication with back-office staff and providers in all health centers as needed.
• Attend staff meetings, in-service meetings, participate in agency committees and task force activities.
• Maintains good attendance, is punctual and works full scheduled shift is a condition of employment.
• Demonstrates respectful, professional, and appropriate behavior that supports a team-oriented work environment.
• Demonstrate a commitment to the mission, core values and goals of HealthPoint and its healthcare delivery including the ability to integrate values of integrity, wisdom, creativity, cooperation, responsibility and respect into appropriate programs and services.
• Other duties as assigned by supervisor.
• Responsible for performing all the essential duties of a Patient Access Representative I in addition to:
• Responsible for timely completion of daily/weekly projects
• Performs outreach to patients in support of HealthPoint quality measures
• Participates in process improvement projects using HealthPoint Lean Management System
• Participates as a peer connector for new hires while gathering feedback and presenting it to contact center leadership members
• Supports multiple service lines in multiple patient communication channels

Benefits

• Medical, Dental, and Vision for employees and their families/dependents
• HSA, FSA plans
• Life Insurance, AD&D and Disability Coverage
• Employee Assistance Program
• Wellness Program
• PTO Plan for full-time benefited and part-time benefited employees.
• 0-.99 years of service accrual of 5.23 hours per pay period. (pro-rated accruals for part-time benefited employees)
• Extended Illness Time Away of 40 hours (pro-rated for part-time benefited employees)
• 8 holidays and 3 floating holidays
• Compassion Time Away up to 40 hours
• Opportunity Time Off (extended time off for staff to invest in themselves) up to 8 weeks
• Retirement Plan with Employer Match
• Voluntary plans at a discount, such as life insurance, critical illness and accident insurance, identity theft insurance, and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed