Patient Accounts Rep-Call Center

About the role

Serves as the first point-of-contact for patients in a fast-paced call center. Utilizes exceptional customer service skills to coordinate patient care and to provide an excellent patient experience.

Responsibilities

• Coordinates all aspects of patient scheduling to include creating initial and follow up in-person and virtual visit appointments; rescheduling, cancelling, and managing self-scheduled appointments in a timely manner that meets the needs of the patient and optimizes provider schedules.
• Requests, confirms, and validates interpreter services to meet patient needs.
• Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
• Markets the benefits of the patient portal and assists patients with the enrollment process.
• Manages multi-line telephone system (incoming and outgoing).
• Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
• Coordinates emergent or add-on patient care requests with clinical team and provider.
• Responsible for message management to include accurate and complete messages, may propose orders and coordinate communication with clinic staff.
• Manages various work queues and takes prompt action to respond to pending requests.
• Prepares and sends letters, portal messages or phone calls to communicate pertinent information and important patient outreach.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent
• 1 year of experience in a