Patient Accounts Rep-Call Center

EvergreenHealth•Kirkland, WA

About The Position

The Patient Accounts Representative assists self-pay patients with payment needs for services rendered by EvergreenHealth and provides first-level support in a dynamic, high-volume call center. The role supports patients through inbound and outbound calls, MyChart messages, and electronic medical record (EMR) work queues. Responsibilities include processing payments, reviewing patient accounts, updating demographic and insurance information, conducting financial assistance screenings, and helping resolve patient disputes. The representative coordinates self-pay account follow-up with patients, guarantors, or authorized individuals; establishes and monitors payment plans; explains financial assistance programs and supports applications; researches account discrepancies; and assists with insurance coordination. The role maintains accurate EMR documentation, protects confidential information, manages pending requests, and communicates with patients through phone, portal messages, and letters. Performance is measured against service and operational indicators, including wait time, resolution time, abandonment rate, collections, quality standards, and customer experience.

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 and ability to work effectively with people from diverse backgrounds and cross-functional teams.
Demonstrated active listening, de-escalation, and patient-centered communication skills.
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, 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 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 balance resolution.
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 potential other insurance coverage, determine whether it 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 time, call resolution, abandonment rate, payments collected, quality assurance, and customer experience.
Communicate with patients promptly and professionally by phone, MyChart, portal messages, and letters.
Manage work queues by promptly responding to pending requests.
Perform other duties as assigned.