Patient Services Rep-Contact Center (Per Diem-Temporary)

Evergreen Healthcare • Kirkland, WA

103d • $22 - $35

About The Position

This position serves as the first point-of-contact for patients in a fast-paced call center. It requires exceptional customer service skills to coordinate patient care and provide an excellent patient experience. Responsibilities include managing inbound and outbound calls related to patient registration and scheduling, payment processing, charge reconciliation, message and work queue management, facilitating pathways for patients needing RN triage, prior authorizations, medication refill management, referral management, and other duties as assigned.

Requirements

• High School diploma or equivalent
• 1 year of experience in a customer service role
• Excellent interpersonal communication skills
• Ability to problem solve and stay calm under pressure
• Strong written communication skills
• Ability to work independently and within a team environment
• Actively listen to and validate patient conversations
• Ability to prioritize multiple tasks
• Keyboarding skills and working knowledge of Windows based software systems

Nice To Haves

• Previous experience in a medical reception or similar administrative role
• Knowledge of basic medical terminology/common medications
• Knowledge and experience accessing/verifying insurance coverage
• Electronic Medical Record (EMR) experience, preferably Epic
• Familiarity with HIPAA and other health industry compliance standards

Responsibilities

• Coordinates all aspects of patient scheduling including creating initial and follow-up in-person and virtual visit appointments; rescheduling, cancelling, and managing self-scheduled appointments in a timely manner.
• Requests, confirms, and validates interpreter services to meet patient needs.
• Sets up and verifies active and contracted insurance coverage in multiple systems and educates patients on co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage.
• Markets the benefits of the patient portal and assists patients with the enrollment process.
• Manages multi-line telephone system (incoming and outgoing).
• Identifies and directs patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
• Coordinates emergent or add-on patient care requests with clinical team and provider.
• Responsible for message management including accurate and complete messages, may propose orders and coordinate communication with clinic staff.
• Manages various work queues and takes prompt action to respond to pending requests.
• Prepares and sends letters, portal messages or phone calls to communicate pertinent information and important patient outreach.
• Performs other duties as assigned.

Benefits

• Washington Paid Sick Leave (WPSL)
• Participation in 457(b) retirement plan
• Free parking
• Cafeteria & Gift Shop Discount

What This Job Offers

• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED