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Patient Services Rep

1 month ago


Kirkland, United States EvergreenHealth Full time

DescriptionWage Range: $20.57 - $32.92 per hourPosted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.Job Summary:Serves as the first point-of-contact for patients in a fast-paced call center. Utilizes exceptional customer service skills to coordinate patient care and to provide an excellent patient experience. Responsibilities may include inbound and outbound call management in relation to patient registration and scheduling; payment processing and charge reconciliation; message and work queue management; facilitating pathway for patients needing RN triage; prior authorizations, medication refill management; referral management and other duties as assigned. Primary Duties: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.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. Manages incoming referrals through clinic documentation and established tracking protocol. Facilitates communication between the clinic, patient and insurance company, as required.Cultivates EvergreenHealth culture of community by supporting new staff training. Performs other duties as assigned.License, Certification, Education or Experience:REQUIRED for the position:High School diploma or equivalent 1 year of experience in a customer service roleExcellent 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.DESIRED for the position:Previous experience in a medical reception or similar administrative roleKnowledge 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 Cerner.Familiarity with HIPAA and other health industry compliance standardsBenefit Information:Choices that care for you and your family. At EvergreenHealth, we appreciate our employees' commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being. Washington Paid Sick Leave (WPSL)Participation in 457(b) retirement planFree parkingCafeteria & Gift Shop Discount View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below. 2024 Benefits Guide IND123 LinkedIn Recruiter