Patient Services Rep

EvergreenHealth•Kirkland, WA

3d•$24 - $38

About The Position

The Patient Services Rep (PSR) is the first point of contact for patients in a fast-paced clinical environment. The role uses exceptional customer service skills to coordinate care and provide an excellent patient experience. Responsibilities include pre-registration and scheduling, registration and check-in, message and queue management, medical records requests, referral management, and billing, payment processing, and charge reconciliation.

Requirements

High school diploma or equivalent.
One year of experience in a customer service role.
Excellent interpersonal communication skills, including the ability to communicate with a diverse range of individuals and dispositions.
Ability to problem-solve, remain calm under pressure, and respond to inquiries from staff and patients 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 within 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, policy, 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.
Knowledge of basic medical terminology and common medications.
Knowledge of and experience accessing and verifying insurance coverage; experience using Real Time Eligibility (RTE) payer or insurance portals.
Electronic Medical Record (EMR) experience, preferably Epic.
Familiarity with HIPAA and other health industry compliance standards.

Responsibilities

Coordinate patient scheduling, including creating initial and follow-up in-person or virtual appointments, rescheduling, cancelling, and managing self-scheduled appointments to meet patient care needs and optimize provider schedules.
Manage a multi-line telephone system for incoming and outgoing calls, directing patients reporting emergent or urgent symptoms to appropriate clinical staff for screening.
Set up and verify active and contracted insurance coverage in multiple systems and educate patients about coverage and payment topics such as co-insurance, co-payments, self-pay, L&I, MVA, Medicaid, Medicare, and Medicare Advantage.
Enroll patients in the patient portal and explain its attributes, benefits, and recommended use.
Request, confirm, and validate interpreter services.
Greet patients, complete check-in, and assist patients with appropriate paperwork.
Monitor group message pools and respond to patient requests, questions, and concerns within established organizational timelines.
Take complete and accurate messages and coordinate communication among appropriate interdisciplinary staff.
Coordinate emergent or add-on patient care requests with the clinical team and provider.
Manage appointment queues, including future appointment orders, cancellation lists, and wait lists.
Prepare, document, and send patient outreach communications.
Request outside medical records from admissions and emergency departments, physicians, and other authorized hospital staff to support provider visits and closure of Health Maintenance care gaps.
Prepare and scan documents for Health Information Management processing.
Manage incoming referrals using clinic documentation and established tracking protocols, and facilitate communication among the clinic, patient, and insurance company as required.
Identify and collect copayments in adherence with organizational goals.
Support new staff training and EvergreenHealth's community culture.
Monitor and maintain tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
Order and restock patient forms and non-medical supplies.
File, fax, scan, photocopy, and distribute mail.
Perform clinic-specific opening and closing duties.
Perform other duties as assigned.