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, using exceptional customer service to coordinate care and provide an excellent patient experience. Duties may include inbound and outbound calls related to patient registration and scheduling; payment processing and charge reconciliation; message and work queue management; routing patients who need RN triage; prior authorizations; medication refill management; referral management; and other assigned duties. Coordinates patient scheduling, including initial and follow-up in-person and virtual appointments, rescheduling, cancellations, and self-scheduled appointments. Requests and verifies interpreter services, checks insurance coverage, and educates patients about coverage and payment options. Supports patient portal enrollment, manages a multi-line telephone system, directs callers with urgent symptoms to clinical staff, coordinates emergent or add-on care requests, manages messages and work queues, and communicates information to patients through letters, portal messages, and phone calls.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a customer service role.
Excellent interpersonal communication skills, including the ability to communicate with diverse individuals and dispositions.
Ability to problem solve, remain calm under pressure, and respond to staff and patient inquiries in a pleasant and professional manner, including service recovery.
Strong written communication skills, including accurate spelling and legible writing.
Ability to work independently, show initiative, and work productively in a team environment.
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 direct clinical patient care experience 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 of and experience accessing or verifying insurance coverage.
Experience using 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 initial and follow-up in-person and virtual appointments, rescheduling, cancellations, and self-scheduled appointments in a timely manner that meets patient needs and optimizes 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.
Explain the benefits of the patient portal and assist patients with enrollment.
Manage incoming and outgoing calls using a multi-line telephone system.
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, portal messages, or phone calls to communicate relevant information and conduct patient outreach.
Perform other duties as assigned.