Patient Services Representative

Wage Range: $22.59 - $36.14 per hour

Bonus: Up to $3000.00 for those new to EvergreenHealth. Pro-rated by FTE.

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

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 include pre-registration/scheduling, registration/check in, message and queue management, medical records request management, referral management, and billing/payment processing/charge reconciliation.

Primary Duties:
1. Coordinates 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. u00A0 u00A0
2. 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.
3. 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.u00A0
4. Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
5. Requests, confirms and validates interpreter services.
6. Greets patients and completes check-in process. Directs and assists patients with completion of appropriate paperwork.
7. Monitors various group Message Pools and responds to patient requests, questions and concerns within established organizational timelines. u00A0u00A0
8. Takes complete and accurate messages and coordinate communication between appropriate interdisciplinary staff. Coordinates emergent or add-on patient care requests with clinical team and provider. u00A0
9. Manages appointment queues (Ex. future appointment orders; cancellation list; wait list).
10. Prepares, documents and sends various patient outreach communications. u00A0
11. Initiates 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. Prepares and scans documents for Health Information Management department processing.
12. Manages incoming referrals through clinic documentation and established tracking protocol. Facilitates communication between the clinic, patient and insurance company, as required. u00A0u00A0
13. Identifies and collects copayments in adherence with organizational goals.
14. Cultivates EvergreenHealth culture of community by supporting new staff training. u00A0u00A0
15. Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.u00A0
16. Orders and restocks patient forms and non-medical supplies.
17. Files, faxes, scans, photocopies and distributes mail.
18. Performs open and close duties, which vary from clinic to clinic. u00A0u00A0
19. Performs other duties as assignedu00A0

License, Certification, Education or Experience:

REQUIRED for the position:
u2022 High School diploma or equivalentu00A0
u2022 1 year of experience in a customer service role
u2022 Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
u2022 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).u00A0
u2022 Strong written communication skills, including ability to spell accurately and write legibly.
u2022 Ability to work independently, show initiative and work productively within a team environment.u00A0
u2022 Actively listen to and validate patient conversations. Employ de-escalating techniques as appropriate. u00A0
u2022 Ability to prioritize multiple tasks and ability to access, analyze and apply concepts associated with protocols, policy and guidelines.u00A0
u2022 Keyboarding skills and working knowledge of Windows based software systems.

DESIRED for the position:
u25CF Previous experience in a medical reception or similar administrative role
u25CF Knowledge of basic medical terminology/common medications
u25CF Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) Payer/Insurance Portals
u25CF Electronic Medical Record (EMR) experience, preferably Cerner
u25CF Familiarity with HIPAA and other health industry compliance standards

Benefit Information:
Choices that care for you and your family

At EvergreenHealth, we appreciate our employeesu2019 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.

u2022 Medical, vision and dental insurance
u2022 On-demand virtual health care
u2022 Health Savings Account
u2022 Flexible Spending Account
u2022 Life and disability insurance
u2022 Retirement plans (457(b) and 401(a) with employer contribution)
u2022 Tuition assistance for undergraduate and graduate degrees
u2022 Federal Public Service Loan Forgiveness program
u2022 Paid Time Off/Vacation
u2022 Extended Illness Bank/Sick Leave
u2022 Paid holidays
u2022 Voluntary hospital indemnity insurance
u2022 Voluntary identity theft protection
u2022 Voluntary legal insurance
u2022 Pay in lieu of benefits premium program
u2022 Free parking
u2022 Commuter benefits

View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below.

u00A0Kirkland Employee Benefits | Kirkland, WA | EvergreenHealth