Patient Services Representative

2 days ago

Bothell, Washington, United States EvergreenHealth Full time
Job Summary

Serve 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.

Key Responsibilities
  • Coordinate all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, and managing self-scheduled appointments.
  • Manage the multi-line telephone system, directing patients with emergent/urgent symptoms to appropriate clinical staff for screening.
  • Verify and set up active and contracted insurance coverage in multiple systems, educating patients on co-insurance/co-pay, self-pay, and other insurance options.
  • Enroll patients on the patient portal and explain its attributes, benefits, and recommended use.
  • Request, confirm, and validate interpreter services as needed.
  • Greets patients, completes check-in, and directs them to complete necessary paperwork.
  • Monitor and respond to patient requests, questions, and concerns in a timely manner.
  • Take complete and accurate messages, coordinating communication between interdisciplinary staff as needed.
  • Manage appointment queues, including future appointments, cancellations, and wait lists.
  • Prepare, document, and send patient outreach communications as required.
  • Initiate outside medical record requests, requesting materials from admissions and emergency departments, physicians, and other authorized hospital staff.
  • Manage incoming referrals through clinic documentation and established tracking protocols.
  • Identify and collect copayments in accordance with organizational goals.
  • Cultivate a culture of community by supporting new staff training and maintaining a tidy patient waiting and staff work areas.
  • Perform open and close duties, which vary by clinic, and other duties as assigned.
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 diverse individuals and dispositions
  • Ability to problem solve, stay calm under pressure, and present oneself in a pleasant and professional manner
  • Strong written communication skills, including the 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
Preferred Qualifications
  • Previous experience in a medical reception or similar administrative role
  • Knowledge of basic medical terminology and common medications
  • Knowledge and experience accessing and verifying insurance coverage, including Real Time Eligibility (RTE) Payer/Insurance Portals
  • Electronic Medical Record (EMR) experience, preferably Cerner
  • Familiarity with HIPAA and other health industry compliance standards

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