Healthcare Access Specialist

7 days ago

Kirkland, Washington, United States EvergreenHealth Full time
Job Summary

The Patient Services Representative 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.

Key Responsibilities
  • Coordinates all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, and managing self-scheduled appointments to meet patient care needs and optimize provider schedules.
  • Manages multi-line telephone systems, following guidelines to identify and direct patients with emergent or urgent symptoms to appropriate clinical staff for screening.
  • Sets up and verifies active and contracted insurance coverage in multiple systems and educates patients on co-insurance, co-pay, self-pay, and other relevant information.
  • Enrolls patients on the patient portal and explains its attributes, benefits, and recommended use.
  • Requests, confirms, and validates interpreter services as needed.
  • Greets patients, completes the check-in process, and 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 coordinates communication between appropriate interdisciplinary staff.
  • Coordinates emergent or add-on patient care requests with clinical teams and providers.
  • Manages appointment queues, including future appointment orders, cancellation lists, and wait lists.
  • 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.
  • Manages incoming referrals through clinic documentation and established tracking protocol, facilitating communication between the clinic, patient, and insurance company as required.
  • Identifies and collects copayments in adherence with organizational goals.
  • Cultivates the 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.
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 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.
Desired 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 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.

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