Patient Services Rep

Job Summary

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

Responsibilities

• Captures and manages all aspects of patient scheduling to include creating initial and follow up in-person or virtual visit appointments; rescheduling, cancelling and managing self-scheduled appointments in a fashion that meets patient care needs and optimizes provider schedules.
• 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.
• Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
• Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
• Requests, confirms and validates interpreter services.
• Greets patients and completes check-in process.
• Directs and assists patients with completion of appropriate paperwork.
• Maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
• Orders and restocks patient forms and non-medical supplies.
• Faxes, scans, photocopies and distributes mail.
• Performs open and close duties, which vary from clinic to clinic.

Requirements

• High School diploma or equivalent
• 1 year of experience in a customer service role
• Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions
• Ability to problem solve, stay calm under pressure and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients (Ex. service recovery)
• Strong written communication skills, including ability to spell accurately and write legibly
• Ability to work independently, show initiative and work productively within a team environment
• Employ de-escalating techniques as appropriate
• Ability to prioritize multiple tasks and ability to access, analyze and apply concepts associated with protocols, policy and guidelines
• Keyboarding skills and working knowledge of Windows based software systems

Qualifications

• Previous experience in a medical reception or similar administrative role
• Knowledge of basic medical terminology/common medications
• Experience using Real Time Eligibility (RTE) Payer/Insurance Portals
• Electronic Medical Record (EMR) experience, preferably Epic
• Familiarity with HIPAA and other health industry compliance standards

Benefits

Choices that care for you and your family At EvergreenHealth, we appreciate our employees’ commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retail plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits