Centralized Patient Access Representative I

About MultiCare

The Centralized Access Team provides excellent patient care and the development of employees' healthcare skills, including those without previous healthcare experience. Our leadership and training team is focused on your success in all that you do during your career here at MultiCare. We encourage all individuals to apply who have the desire to grow and help serve our patients and community.

About the Role

The Centralized Patient Access Representative handles inbound calls for multiple MultiCare Primary Care clinics including Family Medicine, Internal Medicine, Pediatrics and Anti-Coagulation. The ideal candidate possesses exceptional customer service skills and demonstrates efficiency in their work with an emphasis on attention to detail. Reliable attendance and adaptability are key to the success of our team and supporting our patients and clinic partners.

Responsibilities

• Promptly answer, screen, schedule, and process medical service requests and telephone inquiries with strict adherence to confidentiality agreements, policies and procedures for multiple providers and clinic locations to include Pediatric, Family Medicine, and Internal Medicine in a centralized team setting.
• Collecting and entering patient demographic and insurance information into the electronic medical record system to ensure accurate registration prior to care.
• Clearly compose and direct patient messages via telephone encounters and in-basket messages to appropriate clinical care team members, documenting accurate information in patient charts.
• Handle all patient issues in accordance with best practices, escalating as needed.
• Successfully meet individual and team performance metrics to achieve efficient time management and a positive patient experience.
• Utilize critical thinking skills to evaluate patient symptoms in accordance with MHS Triage Nurse Protocol.
• Register and educate callers on MultiCare MyChart functionalities and resolve all patient access concerns.

Requirements

• A high school diploma or GED.
• One (1) year customer service experience required.
• Possess proficient computer skills operating multiple systems in a Windows-based environment.
• One (1) year office, clerical, or call center experience; in a medical setting preferred.
• Knowledge of medical terminology, and medical insurance preferred.
• Electronic Medical Record experience; EPIC preferred.
• Familiarity with data entry and complex scheduling preferred.

Qualifications

• High School Diploma or GED.
• One (1) year customer service experience required.
• Possess proficient computer skills operating multiple systems in a Windows-based environment.
• One (1) year office, clerical, or call center experience; in a medical setting preferred.
• Knowledge of medical terminology, and medical insurance preferred.
• Electronic Medical Record experience; EPIC preferred.
• Familiarity with data entry and complex scheduling preferred.

Skills

• Exceptional customer service skills.
• Efficiency in work with an emphasis on attention to detail.
• Reliable attendance and adaptability.
• Positive attitude, drive to be successful, and a love for the community.
• Ability to work in a fast-paced environment.
• Proficient in multiple computer systems.
• Experience with electronic medical records.
• Ability to navigate and utilize patient access systems.

Benefits

• Comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off.
• Generous PTO.
• Code Lavender and Employee Assistance Programs.

Pay and Benefits

Pay scale is $18.24 - $26.24 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education.

If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant’s years of experience align.

Associated benefit information can be viewed here.