Patient Accounts Rep-Call Center

EvergreenHealth•Kirkland, WA

About The Position

The Patient Accounts Rep supports self-pay patients with payments for services rendered by EvergreenHealth and provides first-level support in a dynamic, high-volume call center. The role assists patients through inbound and outbound phone calls, MyChart messages, and electronic medical record (EMR) work queues. Duties include processing payments, reviewing patient accounts, updating demographic and insurance information, screening for financial assistance, and helping resolve patient disputes. The representative coordinates self-pay accounts receivable activities with patients, guarantors, and authorized individuals; verifies identities and account details; arranges interpreter services; establishes and monitors payment plans; and provides information and support for financial assistance applications. The position also researches discrepancies, helps patients with insurance coordination, documents interactions, manages work queues and follow-ups, and escalates unresolved issues as needed. It requires empathetic, confidential, accurate, and professional communication while meeting call center performance and quality standards.

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 with cross-functional teams.
Demonstrated active listening, de-escalation, and patient-centered communication skills in individual and team-based interactions.
Effective problem-solving and critical-thinking skills, with the ability to remain composed and professional 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, a medical billing environment, or an administrative support role.
Electronic Medical Record experience, preferably Epic.
Demonstrated effective communication and problem-solving with patients or clients.
Knowledge of basic medical terminology and common medications.
Knowledge and experience accessing and 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, and authorized individuals.
Answer inbound calls and make outbound calls about self-pay balances.
Verify patient identity and account details to protect confidentiality.
Request, confirm, and validate interpreter services.
Process payments, establish and monitor payment plans, and encourage timely balance resolution.
Explain available financial assistance programs, conduct eligibility screenings, and support patients through the application process.
Research and resolve patient disputes and account discrepancies, escalating unresolved concerns to internal resources or departments.
Identify potential 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.
Meet performance indicators for wait times, call resolution, call abandonment, payments collected, quality assurance, and customer experience.
Communicate promptly and professionally by 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.
Perform other duties as assigned.