Patient Services Representative - Call and Referral Support

EvergreenHealth•Kirkland, WA

16d•$22 - $35

About The Position

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

Requirements

High School diploma or equivalent
1 year of experience in a customer service role
Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions
Ability to problem solve, stay calm under pressure and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients (Ex. service recovery)
Strong written communication skills, including ability to spell accurately and write legibly
Ability to work independently, show initiative and work productively within a team environment
Actively listen to and validate patient conversations. Employ de-escalating techniques as appropriate
Ability to prioritize multiple tasks and ability to 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 a medical reception or similar administrative role
Knowledge of basic medical terminology/common medications
Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) Payer/Insurance Portals
Electronic Medical Record (EMR) experience, preferably Epic
Familiarity with HIPAA and other health industry compliance standards

Responsibilities

Coordinates all aspects of patient scheduling to include creating initial and follow up in-person or virtual visit appointments; rescheduling, cancelling and managing self-scheduled appointments in a fashion that meets patient care needs and optimizes provider schedules.
Manages multi-line telephone system (incoming and outgoing).
Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
Requests, confirms and validates interpreter services.
Greets patients and completes check-in process.
Directs and assists patients with completion of appropriate paperwork.
Monitors various group Message Pools and responds to patient requests, questions and concerns within established organizational timelines.
Takes complete and accurate messages and coordinate communication between appropriate interdisciplinary staff.
Coordinates emergent or add-on patient care requests with clinical team and provider.
Manages appointment queues (Ex. future appointment orders; cancellation list; wait list).
Prepares, documents and sends various patient outreach communications.
Initiates outside medical record requests by requesting materials from admissions and emergency departments, physicians and other authorized hospital staff to support provider visits and closure of care gaps for Health Maintenance.
Prepares and scans documents for Health Information Management department processing.
Manages incoming referrals through clinic documentation and established tracking protocol.
Facilitates communication between the clinic, patient and insurance company, as required.
Identifies and collects copayments in adherence with organizational goals.
Cultivates EvergreenHealth culture of community by supporting new staff training.
Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
Orders and restocks patient forms and non-medical supplies.
Files, faxes, scans, photocopies and distributes mail.
Performs open and close duties, which vary from clinic to clinic.
Performs other duties as assigned.