Healthcare Call Center Representative

What You'll Do

• Respond to incoming calls and messages from patients, answering questions related to appointments, services, billing, and general inquiries.
• Provide clear, compassionate, and respectful communication with each patient to ensure a positive experience.
• Achieve daily inbound call goals aligned with call volume demands.
• Schedule, reschedule, and confirm patient appointments efficiently, ensuring alignment with clinic availability and patient preferences.
• Cookordination with clinic staff to ensure timely patient inquiry follow-up and updating patients promptly if changes are required.
• Verify insurance information and patient records for accuracy, notifying patients of necessary pre-visit requirements.
• Enter patient information accurately into electronic medical records (EMR) systems, maintaining confidentiality and adhering to HIPAA regulations.
• Manage patient files, notes, and communication logs to support seamless care coordination.
• Update records as needed and ensure all patient interactions are documented for future reference.
• Provide general administrative support to the clinic, assisting with patient referrals, follow-up calls, co-pay collection and other tasks as needed.
• As needed, manage patient check-in and check-out and scan medical records.
• Communicate regularly with clinic staff to maintain up-to-date information on clinic operations, resources, and policies.
• Assist in developing improved communication processes to streamline patient services.

What You'll Bring

• A high school diploma or equivalent.
• One year of customer service experience in a call center, medical office setting, or equivalent experience.
• Proficiency in Microsoft Office Suite.
• Understanding of healthcare customer service best practices, HIPAA regulations, and medical terminology.
• Strong verbal and written communication skills, active listening, problem-solving abilities, and proficiency in using healthcare-related software.
• The ability to manage high volumes of calls efficiently, maintain a calm and empathetic demeanor, work independently, and adapt to a fast-paced environment.
• An associate’s degree in healthcare administration, customer service, or a related field (preferred).
• Two years of experience in a medical call center or similar environment (preferred).
• Knowledge of medical terminology and healthcare insurance processes (preferred).
• Experience using EPIC (preferred).

Physical Requirements

• This is primarily a sedentary role with prolonged periods of sitting at a desk and working on a computer.
• Ability to lift or carry items weighing up to 25 pounds; occasionally may need to bend, stoop, or reach to retrieve items.
• This role requires the ability to use a keyboard and computer for extended periods of time and to communicate clearly and understandably in person and over the telephone.
• Manual dexterity for data entry and use of office equipment.

Vaccine Requirement

• Kinwell Health currently requires all teammates to provide proof of or complete a written attestation of a religious or medical exemption for influenza and Hepatitis B vaccines.
• Healthcare providers may also be subject to CDC recommended vaccines.

What We Offer

• Paid Time Off & Paid Holidays
• Medical/Vision/Dental Insurance
• Personal Funding Accounts (HSA, FSA, DCA)
• 401K
• Basic Life Insurance
• Disability-Short Term and Long-Term
• Supplemental Life and ADD&DT
• Tuition Reimbursement for qualifying programs
• Employee Assistance

Pay for this role

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience. National Plus Salary Range $47,400.00 - $71,100.00 National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.