Patient Services Representative - Urology Care

Pay

Wage Range: $22.59 – $36.14 per hour. $3,000.00 bonus for full-time and pro-rated for part-time. Posted wage ranges represent the entire range from minimum to maximum. Job offers are determined based on a candidate’s years of relevant experience, level of education and internal equity. Some positions also offer additional premiums based on shift, certifications or degrees.

About the role

The Patient Services Rep (PSR) 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

• Pre-registration and scheduling, including creating, rescheduling, canceling and managing in-person or virtual visit appointments to meet patient care needs and optimize provider schedules.
• Manage multi-line telephone system (incoming and outgoing); identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
• Set up and verify active and contracted insurance coverage in multiple systems; educate patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
• Enroll patients on patient portal and explain its attributes, benefits and recommended use.
• Request, confirm and validate interpreter services.
• Greet patients and complete check-in process; direct and assist patients with completion of appropriate paperwork.
• Monitor various group message pools and respond to patient requests, questions and concerns within established organizational timelines.
• Take complete and accurate messages and coordinate communication between appropriate interdisciplinary staff.
• Coordinate emergent or add-on patient care requests with clinical team and provider.
• Manage appointment queues (e.g., future appointment orders; cancellation list; wait list).
• Prepare, document and send various patient outreach communications.
• Initiate outside medical record requests by requesting materials from admissions and emergency departments, physicians and other authorized hospital staff to support provider visits and closure of care gaps for Health Maintenance; prepare and scan documents for Health Information Management department processing.
• Manage incoming referrals through clinic documentation and established tracking protocol; facilitate communication between the clinic, patient and insurance company, as required.
• Identify and collect copayments in adherence with organizational goals.
• Cultivate EvergreenHealth culture of community by supporting new staff training.
• Monitor and maintain tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
• Order and restock patient forms and non-medical supplies.
• File, fax, scan, photocopy and distribute mail.
• Perform open and close duties, which vary from clinic to clinic.
• Perform other duties as assigned.

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 EvergreenHealth staff and patients (e.g., 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.
• Actively listen to and validate patient conversations; 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.
• Knowledge and experience accessing/verifying insurance coverage; 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

• Medical, vision and dental insurance.
• On-demand virtual health care.
• Health Savings Account and Flexible Spending Account.
• Life and disability insurance.
• Retirement 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 and Extended Illness Bank/Sick Leave.
• Paid holidays.
• Voluntary hospital indemnity insurance, identity theft protection and legal insurance.
• Pay in lieu of benefits premium program.
• Free parking and commuter benefits.
• Cafeteria & Gift Shop discount.