Patient Services Representative - General Surgery

EvergreenHealth•Kirkland, WA

1d•Onsite

About The Position

The Patient Services Representative serves as the first point of contact for patients in a fast-paced clinical environment, using customer service skills to coordinate care and provide a positive patient experience. The role supports General Surgery clinic operations through scheduling and registration, communication and message management, medical-record and referral coordination, and billing and payment processing. It also supports clinic readiness, staff training, and safe, orderly patient and staff areas.

Requirements

High school diploma or equivalent.
One year of experience in a customer service role.
Excellent interpersonal communication skills and the ability to communicate with people with diverse backgrounds and dispositions.
Ability to problem-solve, remain calm under pressure, and respond to staff and patient inquiries pleasantly and professionally, including service recovery.
Strong written communication skills, including accurate spelling and legible writing.
Ability to work independently, show initiative, and work productively as part of 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 concepts related to 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 or 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 initial and follow-up in-person or virtual appointments, rescheduling, cancellations, and self-scheduled appointments.
Manage incoming and outgoing calls on a multi-line telephone system, directing patients with emergent or urgent symptoms to appropriate clinical staff for screening.
Verify insurance coverage and explain insurance and payment options, including co-insurance, co-pays, self-pay, L&I, MVA, Medicaid, Medicare, and Medicare Advantage.
Enroll patients in the patient portal and explain its features, benefits, and recommended use.
Request, confirm, and validate interpreter services.
Greet patients, complete check-in, and assist with required paperwork.
Monitor message pools and respond to patient requests, questions, and concerns within established timelines; take accurate messages and coordinate communication with interdisciplinary staff.
Coordinate emergent or add-on 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, 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 among the clinic, patients, and insurance companies as needed.
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 assigned duties.