Centralized Patient Access Representative I

Join a team that shares your calling at MultiCare, where you’re more than just a job title — you’re part of a team built on trust that cares for each other, our patients and our communities. Belonging here means living our mission and values every day.

About the role

The Centralized Patient Access Representative I (CPAR-I) is responsible for assisting new and existing patients with scheduling appointments, facilitating communication with patient care teams, and providing information and updates on a wide variety of topics related to their care. Creating an outstanding patient experience is a priority and achieved through professionalism, empathy, and enthusiasm during patient interactions. Our CPARs are well-equipped to work in a fast-paced environment to assist patients with navigating their healthcare needs. CPARs use a variety of computer systems and access large volumes of information to complete complex tasks on behalf of patients, providers, and multiple clinics. The CPAR I is the first level of a 4-tiered job family, typically assigned to support multiple primary care clinics.

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, including Pediatric, Family Medicine, and Internal Medicine in a centralized team setting.
• Collect and enter 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 related to MyChart navigation.

Requirements

• High School Diploma or GED.
• One (1) year of customer service experience.
• Proficient computer skills operating multiple systems in a Windows-based environment.
• One (1) year of office, clerical, or call center experience; 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.

Benefits

• Competitive tuition assistance, award-winning residencies, fellowships, and career development to invest in your growth and education.
• Generous PTO, Code Lavender, and Employee Assistance Programs to help you maintain work-life balance.
• Resource Groups and outreach programs to ensure every team member feels safe, seen, heard, and valued.
• Comprehensive benefits package, including medical, dental, retirement benefits, and paid time off.

Pay

The pay scale for this position is $20.27 - $29.16 USD. 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 reflect the appropriate step on the pay scale based on years of experience.

Schedule

Full-time (1.0 FTE), Monday - Friday, 8:45 AM to 5:15 PM.