Patient Services Representative

Evergreen Healthcare • Kirkland, WA

339d • $20 - $32

About The Position

The position serves as the first point-of-contact for patients in a fast-paced clinical environment, utilizing 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.
• 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, employing de-escalating techniques as appropriate.
• Ability to prioritize multiple tasks and 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, including experience using Real Time Eligibility (RTE) Payer/Insurance Portals
• Electronic Medical Record (EMR) experience, preferably Cerner
• Familiarity with HIPAA and other health industry compliance standards.

Responsibilities

• Coordinates all aspects of patient scheduling including creating initial and follow-up in-person or virtual visit appointments; rescheduling, cancelling, and managing self-scheduled appointments.
• Manages multi-line telephone system (incoming and outgoing) and directs patients with emergent/urgent symptoms to appropriate clinical staff for screening.
• Sets up and verifies active and contracted insurance coverage and educates patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage.
• Enrolls patients on the patient portal and explains its attributes, benefits, and recommended use.
• Requests, confirms, and validates interpreter services.
• Greets patients and completes the check-in process, assisting with the 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 coordinates communication between appropriate interdisciplinary staff.
• Manages appointment queues including future appointment orders, cancellation list, and wait list.
• Prepares, documents, and sends various patient outreach communications.
• Initiates outside medical record requests to support provider visits and closure of care gaps for Health Maintenance.
• Manages incoming referrals through clinic documentation and established tracking protocol.
• Identifies and collects copayments in adherence with organizational goals.
• Supports new staff training to cultivate EvergreenHealth culture of community.
• 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.

Benefits

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED