Patient Accounts Rep-Call Center

EvergreenHealth•Kirkland, WA

About The Position

The Patient Accounts Rep supports self-pay patients with payment needs for services rendered by EvergreenHealth. In a dynamic, high-volume call center, the role provides first-level support and a positive patient experience through inbound and outbound phone calls, MyChart messages, and electronic medical record (EMR) work queues. The representative processes payments, reviews patient accounts, updates demographic and insurance information, screens patients for financial assistance, and assists with disputes and their resolution. The position coordinates self-pay accounts receivable follow-up with patients, guarantors, and authorized individuals. It includes establishing payment plans, researching insurance coverage opportunities, supporting insurance coordination, documenting interactions accurately in the EMR, and preparing communications by letter, portal message, and phone. The representative is expected to protect patient confidentiality, respond to pending work promptly, meet performance and quality standards, and escalate concerns when needed.

Requirements

High school graduate or equivalent combination of education and experience.
Two years of experience in a customer service role.
Strong verbal and written communication skills, including the ability to work effectively with people from diverse backgrounds and in cross-functional teams.
Demonstrated active listening, de-escalation, and patient-centered communication skills in individual and team interactions.
Effective problem-solving and critical-thinking skills, with composure and professionalism in challenging situations.
Strong attention to detail and ability to document interactions accurately and follow established processes.
Ability to collaborate with and support coworkers by sharing knowledge and contributing to department and organizational success.

Nice To Haves

Experience in healthcare customer service, medical billing, or administrative support.
Electronic Medical Record experience, preferably Epic.
Effective communication and problem-solving experience with patients or clients.
Knowledge of basic medical terminology or common medications.
Knowledge and experience accessing or verifying insurance coverage.
Experience using Real Time Eligibility (RTE) and payer or insurance portals.
Familiarity with HIPAA and other health-industry compliance standards.

Responsibilities

Coordinate patient account activities and follow-up for EvergreenHealth self-pay accounts receivable with patients, guarantors, or authorized individuals.
Answer inbound calls and make outbound calls regarding self-pay balances.
Verify patient identity and account details to maintain confidentiality.
Request, confirm, and validate interpreter services as needed.
Process payments, establish and monitor payment plans, and encourage timely resolution of balances.
Explain available financial assistance programs, conduct eligibility screenings, and support patients through the application process.
Research and resolve patient disputes or account discrepancies, escalating unresolved concerns to internal resources or other departments.
Identify opportunities for other insurance coverage, determine whether coverage can be applied, and support patients with insurance coordination.
Accurately document customer interactions in the EMR and monitor call outcomes and follow-ups.
Communicate professionally and promptly through phone and MyChart in a high-volume environment.
Prepare and deliver patient communications through letters, portal messages, and phone calls.
Manage work queues by responding promptly to pending requests.
Meet performance indicators for wait time, call resolution time, call abandonment rate, payments collected, quality assurance, and customer experience.
Perform other duties as assigned.