Patient Services Rep-Contact Center

Job Summary

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.

Primary Duties

• Captures and manages all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, cancelling, and managing self-scheduled appointments.
• Requests, confirms, and validates interpreter services to meet patient needs.
• Sets up and verifies active and contracted insurance coverage in multiple systems and educates patients on co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
• Marks 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, including accurate and complete messages, proposing orders, and coordinating 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.

License, Certification, Education or Experience

• 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
• Active listening and de-escalating techniques
• Prior experience in a medical reception or similar administrative role or experience providing direct clinical patient care such as working as Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, Surgical Assistant, etc.
• Knowledge of basic medical terminology/common medications
• Experience using Real Time Eligibility (RTE) and Payer/Insurance Portals
• Electronic Medical Record (EMR) experience, Epic
• Familiarity with HIPAA and other health industry compliance standards

Benefits Information

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
• Cafeteria & Gift Shop Discount

EvergreenHealth Benefits Guide