Patient Services Rep

EvergreenHealth•Kirkland, WA

About The Position

The Patient Services Rep serves as the first point of contact for patients in a fast-paced clinical environment. The role uses customer service skills to coordinate care and support an excellent patient experience through scheduling and registration, message and queue management, medical-record and referral management, and billing and payment processing. This is a part-time, day-shift position in Primary Care – Internal Medicine in Kirkland, Washington, with 20 hours per week. The posted wage range is $23.72–$37.95 per hour. A $3,000 bonus is offered for full-time employees and is prorated for part-time employees. The role coordinates patient visits and communications, supports clinic operations and care coordination, and maintains patient and staff areas in accordance with infection-control and safety standards. It also supports onboarding and training of new staff and performs other duties as assigned.

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 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 when 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.
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 scheduling for initial and follow-up in-person or virtual visits, including rescheduling, cancellations, and self-scheduled appointments, while meeting patient care needs and optimizing provider schedules.
Manage incoming and outgoing calls through a multi-line telephone system and direct patients reporting emergent or urgent symptoms to appropriate clinical staff for screening.
Set up and verify insurance coverage in multiple systems and educate patients about coverage and payment types, including co-insurance, co-pay, 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 required paperwork.
Monitor message pools and respond to patient requests, questions, and concerns within organizational timelines; take accurate messages and coordinate communication among 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 close Health Maintenance care gaps.
Prepare and scan documents for Health Information Management processing.
Manage incoming referrals using clinic documentation and established tracking protocols.
Facilitate communication between the clinic, patient, and insurance company as required.
Identify and collect copayments in accordance with organizational goals.
Support the EvergreenHealth community culture by helping train new staff.
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 and other duties as assigned.