Patient Services Rep-Contact Center

EvergreenHealth•Kirkland, WA

About The Position

The Patient Services Rep serves as the first point of contact for patients in a fast-paced call center, using customer service skills to coordinate care and provide an excellent patient experience. Duties may include inbound and outbound calls related to 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.

Requirements

High school diploma or equivalent.
At least one year of experience in a customer service role.
Excellent interpersonal communication skills and the ability to communicate with a diverse range of people and dispositions.
Ability to problem-solve, remain calm under pressure, and maintain a pleasant, professional manner when responding to staff and patients.
Strong written communication skills, including accurate spelling and legible writing.
Ability to work independently, show initiative, and contribute productively to 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 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 and experience accessing and 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 patient scheduling, including initial and follow-up in-person and virtual appointments, rescheduling, cancellations, and management of self-scheduled appointments.
Request, confirm, and validate interpreter services.
Set up and verify active and contracted insurance coverage in multiple systems and educate patients about insurance and payment options, including co-insurance, co-pays, self-pay, L&I, MVA, Medicaid, Medicare, and Medicare Advantage.
Promote 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 accurately and completely; 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.