Patient Services Rep-Contact Center

EvergreenHealth•Kirkland, WA

About The Position

Serves as the first point of contact for patients in a fast-paced call center. Uses customer service skills to coordinate patient care and provide an excellent patient experience. The position may involve inbound and outbound calls related to patient registration and scheduling, payment processing and charge reconciliation, message and work queue management, directing patients who need RN triage, prior authorizations, medication refill management, referral management, and other assigned duties.

Requirements

High school diploma or equivalent.
One year of experience in a customer service role.
Excellent interpersonal communication skills and the ability to communicate with a diverse range of individuals and dispositions.
Ability to problem solve, remain calm under pressure, and communicate pleasantly and professionally with staff and patients, including during service recovery.
Strong written communication skills, including accurate spelling and legible writing.
Ability to work independently, show initiative, and work productively within a team.
Ability to actively listen to and validate patient conversations and use de-escalation techniques as appropriate.
Ability to prioritize multiple tasks and access, analyze, and apply concepts associated with protocols, policies, and guidelines.
Keyboarding skills and working knowledge of Windows-based software systems.

Nice To Haves

Previous experience in medical reception or a similar administrative role, or experience providing direct clinical patient care in a role such as Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, or Surgical Assistant.
Knowledge of basic medical terminology and common medications.
Knowledge and experience accessing and verifying insurance coverage, including experience with Real Time Eligibility (RTE) and payer or insurance portals.
Electronic Medical Record (EMR) experience, including Epic.
Familiarity with HIPAA and other health industry compliance standards.

Responsibilities

Coordinate patient scheduling, including creating initial and follow-up in-person and virtual appointments, and timely rescheduling, cancelling, and managing self-scheduled appointments to meet patient needs and optimize provider schedules.
Request, confirm, and validate interpreter services.
Set up and verify active and contracted insurance coverage in multiple systems, and educate patients about co-insurance, co-pays, self-pay, L&I, MVA, Medicaid, Medicare, and Medicare Advantage.
Promote the benefits of the patient portal and assist patients with enrollment.
Manage incoming and outgoing calls on a multi-line telephone system.
Follow guidelines to identify callers with emergent or urgent symptoms and direct them to appropriate clinical staff for screening.
Coordinate emergent or add-on patient care requests with the clinical team and provider.
Manage messages, ensuring they are accurate and complete; may propose orders and coordinate communication with clinic staff.
Manage work queues and promptly respond to pending requests.
Prepare and send letters and portal messages, or make phone calls, to communicate pertinent information and conduct patient outreach.
Perform other duties as assigned.