Front Desk Receptionist - Bellevue, WA

About the role

The Provider Support Specialist (PSS) serves as first-tier support for provider members, providing a high level of customer service and follow-through for the administrative tasks for their independent businesses. They will build and maintain a working and professional relationship with providers in their locations, as well as participate in company-wide workflows geared toward supporting the entire provider group.

Responsibilities

• Collaborate with the Office Manager to set goals, manage outcomes, and provide timely follow through for more complex tasks.
• Create a warm and welcoming atmosphere for clients by using active listening skills and an empathetic tone.
• Follow check-in procedures to ensure accuracy of demographics, collection of balance due, and scheduling future appointments.
• Process a high volume of inbound and outbound emails and providers support chats to support with coordination of care, ensuring client privacy is maintained according to HIPAA guidelines and that all required ROIs are obtained.
• Become an expert in all aspects of the provider practice including provider messaging, schedule management, and intake procedures.
• Provide excellent customer service over the phone, in person, and via email to clients and providers by responding to all client and provider inquiries and needs in a timely manner.
• Support with maximizing providers’ schedules by scheduling for new and returning clients.
• Support clients and providers with technology troubleshooting and be able to successfully assist with the patient portal and telehealth module questions as they arise.
• Maintain HIPAA guidelines and ensure PHI is secure at all times.
• Support with client complaints and escalate as needed to the Office Manager when escalations occur that cannot be resolved within the scope of the PSS role.
• Assess current processes and make recommendations for improvements when applicable.
• Collaborate with the Office Manager as needed to communicate ideas to management or discover solutions.
• Maintain a professional office environment and be a brand ambassador by ensuring cleanliness, tidiness, maintain a welcoming feel to the office, and addressing overall facility needs promptly as issues arise.

Requirements

Candidates with restaurant and hospitality backgrounds are encouraged to apply. Knowledge of HIPAA guidelines and strong customer service skills are essential. Experience in a similar role is preferred but not required.

Qualifications

• High school diploma or equivalent
• Experience in a customer service or administrative role
• Strong organizational and time management skills
• Excellent communication and interpersonal skills
• Ability to multitask and prioritize tasks effectively
• Proficiency in Microsoft Office Suite
• Knowledge of HIPAA guidelines