Patient Accounts Rep-Call Center

EvergreenHealth•Kirkland, WA

7h•Onsite

About The Position

The Patient Accounts Rep assists self-pay patients with payment needs for services rendered by EvergreenHealth. In a dynamic, high-volume call center environment, 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, establishes and monitors payment plans, reviews patient accounts, updates demographic and insurance information, screens for financial assistance, and assists with disputes and their resolution. The role also documents interactions, manages follow-ups and work queues, and meets performance standards for call handling, payment collection, quality, 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, 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 the ability to accurately document interactions 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.
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 with patients, guarantors, or authorized individuals on all aspects of EvergreenHealth self-pay accounts receivable.
Answer inbound calls and make outbound calls regarding self-pay balances.
Verify identity and account details to protect patient confidentiality.
Request, confirm, and validate interpreter services to meet patient needs.
Process payments, establish and monitor payment plans, and encourage timely resolution of balances.
Explain available financial assistance programs, conduct eligibility screenings, and support patients with applications.
Research and resolve patient account disputes or discrepancies, escalating unresolved concerns to internal resources and other departments as needed.
Identify potential other insurance coverage, determine whether it can be applied, and support patients with insurance coordination.
Maintain accurate documentation of customer interactions in the EMR and monitor call outcomes and follow-ups.
Meet and exceed performance indicators, including average wait time, call resolution time, call abandonment rate, payments collected, quality assurance standards, and overall customer experience.
Communicate promptly, accurately, 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 promptly responding to pending requests.
Perform other duties as assigned.