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Patient Access Coordinator I

2 months ago

Wenatchee, Washington, United States Confluence Health Full time

Salary Range:
$ $26.12

Overview:

Situated in a vibrant region, we embrace expansive skies, majestic mountains, and the serene waters of the high desert. Our community thrives with orchards, farms, and close-knit neighborhoods. Confluence Health is dedicated to enhancing the quality of life in the communities we serve through our support initiatives and our active participation as engaged community members.

At Confluence Health, employees enjoy a comprehensive benefits package alongside competitive compensation.

  • Medical, Dental & Vision Coverage
  • Flexible Spending Accounts & Health Savings Accounts
  • Wellness Programs
  • Paid Time Off
  • Generous Retirement Plans
  • Life Insurance
  • Long-Term Disability Coverage
  • Gym Membership Discounts
  • Tuition Reimbursement
  • Employee Assistance Programs
  • Adoption Support
  • Shift Differentials

For detailed information on our Benefits & Perks, please refer to our resources.

Position Summary:

This role serves as the initial point of contact for patients via telephone, MyChart, and other communication channels, assisting them with appointment scheduling, medication refills, and guidance in accessing operational support services and clinical resources. The position demands a high standard of customer service that aligns with Confluence Health's vision, mission, and service standards.

Reports To: Clinic Patient Access & SWBD Supervisor

Key Responsibilities:
  1. Professionally answer incoming calls promptly and direct them appropriately.
  2. Schedule and cancel appointments based on patient needs and requests, ensuring clear communication of appointment details and necessary preparations.
  3. Accurately confirm appointment specifics, including date, time, location, insurance, and provider, while updating patient information as needed.
  4. Act as a liaison between patients and their care teams.
  5. Assist patients with medication refills, including evaluating prescription needs and coordinating with pharmacies.
  6. Employ de-escalation techniques when necessary.
  7. Document and relay patient-related messages accurately within the patient's chart.
  8. Identify and manage urgent situations, using critical thinking to determine appropriate next steps.
  9. Facilitate patient navigation through the Confluence Health system, connecting them with appropriate staff and resources.
  10. May assist with Switchboard duties as needed.
  11. Perform additional tasks as assigned.

Adhere to the Standards of Behavior and Code of Conduct in all job performance aspects.

Qualifications:

Required:

  • High School diploma or equivalent (GED).
  • Experience in healthcare, call center, or customer service environments.
  • Ability to thrive in a fast-paced, dynamic setting with strong customer service skills.
  • Excellent communication skills, both verbal and written, along with proficient data entry and computer navigation abilities.

Desired:

  • Experience with computerized systems.
  • Familiarity with medical terminology.
Physical/Sensory Demands:

O = Occasional, F = Frequent, C = Continuous

  • Walking - O
  • Sitting/Standing - C
  • Reaching: Shoulder Height - O
  • Reaching: Above Shoulder Height - O
  • Reaching: Below Shoulder Height - O
  • Climbing - O
  • Pulling/Pushing: 25 pounds or less - O
  • Lifting: 25 pounds or less - O
  • Carrying: 25 pounds or less - O
  • Crawling/Kneeling - O
  • Bending/Stooping/Crouching - O
  • Repetitive Movement - C
Working Conditions:
  • Work is performed in an office environment, primarily seated in a cubicle, with interactions occurring via telephone and other approved communication methods. Remote work may be permitted based on managerial discretion and business needs.
Job Classification:
  • FLSA: Non-exempt
  • Hourly/Salary: Hourly
Physical Exposures:
  • Unprotected Heights: No
  • Heat: No
  • Cold: No
  • Mechanical Hazards: No
  • Hazardous Substances: No
  • Blood Borne Pathogens Exposure Potential: No
  • Lighting: No
  • Noise: Yes
  • Ionizing/Non-Ionizing Radiation: No
  • Infectious Diseases: No