Patient Services Representative - Lead, 45th Street Clinic

Neighborcare Health Career•Seattle, WA

46d•$23 - $29•Onsite

About The Position

Purpose The Patient Services Representative, Lead (PSR) will greet and check-in medical, dental, behavioral health and nursing patients at the time of appointment, as well as schedule patient appointments through the check-out process. As the first point of contact in the clinic for the patient, the PSR will provide a warm welcome to patients and their families and serve as an information resource for people who arrive at the clinic. PSRs will be an integral part of the clinic team, participating in population health management and care coordination efforts that ultimately result in high quality patient care. Health, Wellness & Retirement benefits: Medical, dental & vision insurance Paid time off & paid holidays Retirement with contribution match Life & AD&D, pet insurance Employee assistance program, & more! Compensation: The target wage range for the position is $22.75 per hour to $28.60 per hour, plus the $2.00 Lead Premium added to the hourly rate Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons. Union: SEIU Healthcare 1199NW In this position you will: Primary Responsibilities Warmly greet patients and their guests Answer telephones, confirm appointments, and transfer calls to appropriate staff members as needed. Accurately and efficiently check-in and check-out patients, including providing appropriate forms and collecting updated patient information (e.g., phone, address, insurance) Act as knowledgeable resources to patients via telephone and in-person interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services Gather information for accurate documentation of calls and enter them into the proper database. Verify and update necessary information at the point of scheduling. Resolve patient requests in one call/contact and/or successfully manage prolonged or complex issues with high attention to managing the customer experience and emotion Checks insurance eligibility and scan insurance cards Collects co-pays and fees as needed, including closeout of drawer at the end of the day Explains Neighborcare’s sliding scale policy to self-pay patients, verify income information, entering it appropriately into EHR Connect patients to insurance eligibility services, as needed. Coordinate with internal eligibility department to ensure applications for coverage are initiated prior to appointment Identify, research, and resolve patient questions and inquiries regarding the patient portal Assist patients in setting up and/or activating MyChart patient portal accounts Lead Patient Services Representative Responsibilities Support patient de-escalation and service recovery using trauma-informed approaches Support recruitment, on-boarding, training, and orientation of PSRs in partnership with Supervisor Provide feedback to Supervisor and help identify training gaps or workflow issues. Participate in Front Office meetings, huddles, and staff meetings. Generate, review, and help act on relevant Front Office reports as requested Champion site level process improvement initiatives. Help update training materials or knowledge guides Facilitate routine Front Office tasks such as inventory and printing of forms and patient materials, supplies with Supervisor Support implementation and maintenance of standardized Front Office workflows in partnership with site and regional leadership. Ensure alignment with organizational standards and regulatory requirements Perform other duties as assigned by Regional Operations Manager or Site Leadership

Requirements

Ability to problem-solve and use conflict resolution skills when handling patient concerns and refer patients to appropriate designated personnel
Knowledge of confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements
Basic PC skills in MS Windows environment, 10-key and typing.
Working knowledge of electronic health records (EHRs) and practice management systems.
Basic or limited familiarity with medical terminology
Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience with callers
Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision
High school diploma or equivalent
One (1) year of experience working in a medical office setting

Nice To Haves

Familiarity with health insurance
Knowledge of Neighborcare or healthcare delivery system operations processes

Responsibilities

Warmly greet patients and their guests
Answer telephones, confirm appointments, and transfer calls to appropriate staff members as needed.
Accurately and efficiently check-in and check-out patients, including providing appropriate forms and collecting updated patient information (e.g., phone, address, insurance)
Act as knowledgeable resources to patients via telephone and in-person interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services
Gather information for accurate documentation of calls and enter them into the proper database.
Verify and update necessary information at the point of scheduling.
Resolve patient requests in one call/contact and/or successfully manage prolonged or complex issues with high attention to managing the customer experience and emotion
Checks insurance eligibility and scan insurance cards
Collects co-pays and fees as needed, including closeout of drawer at the end of the day
Explains Neighborcare’s sliding scale policy to self-pay patients, verify income information, entering it appropriately into EHR
Connect patients to insurance eligibility services, as needed.
Coordinate with internal eligibility department to ensure applications for coverage are initiated prior to appointment
Identify, research, and resolve patient questions and inquiries regarding the patient portal
Assist patients in setting up and/or activating MyChart patient portal accounts
Support patient de-escalation and service recovery using trauma-informed approaches
Support recruitment, on-boarding, training, and orientation of PSRs in partnership with Supervisor
Provide feedback to Supervisor and help identify training gaps or workflow issues.
Participate in Front Office meetings, huddles, and staff meetings.
Generate, review, and help act on relevant Front Office reports as requested
Champion site level process improvement initiatives.
Help update training materials or knowledge guides
Facilitate routine Front Office tasks such as inventory and printing of forms and patient materials, supplies with Supervisor
Support implementation and maintenance of standardized Front Office workflows in partnership with site and regional leadership.
Ensure alignment with organizational standards and regulatory requirements
Perform other duties as assigned by Regional Operations Manager or Site Leadership