Patient Services Representative - Lead, High Point Clinic

Purpose

The Patient Services Representative, Lead (PSR) will greet and check-in medical, dental, behavioral health and nursing patients at the time of appointment, as well as schedule patient appointments through the check-out process. As the first point of contact in the clinic for the patient, the PSR will provide a warm welcome to patients and their families and serve as an information resource for people who arrive at the clinic. PSRs will be an integral part of the clinic team, participating in population health management and care coordination efforts that ultimately result in high quality patient care.

Health, Wellness & Retirement benefits:

• Medical, dental & vision insurance
• Paid time off & paid holidays
• Retirement with contribution match
• Life & AD&D, pet insurance
• Employee assistance program, & more!

Compensation:

• The target wage range for the position is $22.75 per hour to $28.60 per hour, plus the $2.00 Lead Premium added to the hourly rate.
• Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons.

Union: SEIU Healthcare 1199NW

In this position you will:

Primary Responsibilities

• Warmly greet patients and their guests
• Answer telephones, confirm appointments, and transfer calls to appropriate staff members as needed.
• Accurately and efficiently check-in and check-out patients, including providing appropriate forms and collecting updated patient information (e.g., phone, address, insurance)
• Act as knowledgeable resources to patients via telephone and in-person interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services
• Gather information for accurate documentation of calls and enter them into the proper database. Verify and update necessary information at the point of scheduling.
• Resolve patient requests in one call/contact and/or successfully manage prolonged or complex issues with high attention to managing the customer experience and emotion
• Checks insurance eligibility and scan insurance cards
• Collects co-pays and fees as needed, including closeout of drawer at the end of the day
• Explains Neighborcare's sliding scale policy to self-pay patients, verify income information, entering it appropriately into EHR
• Connect patients to insurance eligibility services, as needed. Coordinate with internal eligibility department to ensure applications for coverage are initiated prior to appointment
• Identify, research, and resolve patient questions and inquiries regarding the patient portal
• Assist patients in setting up and/or activating MyChart patient portal accounts

Lead Patient Services Representative Responsibilities

• Support patient de-escalation and service recovery using trauma-informed approaches
• Support recruitment, on-boarding, training, and orientation of PSRs in partnership with Supervisor
• Provide feedback to Supervisor and help identify training gaps or workflow issues.
• Participate in Front Office meetings, huddles, and staff meetings.
• Generate, review, and help act on relevant Front Office reports as requested
• Champion site level process improvement initiatives. Help update training materials or knowledge guides
• Facilitate routine Front Office tasks such as inventory and printing of forms and patient materials, supplies with Supervisor
• Support implementation and maintenance of standardized Front Office workflows in partnership with site and regional leadership. Ensure alignment with organizational standards and regulatory requirements
• Perform other duties as assigned by Regional Operations Manager or Site Leadership

Required Skills:

• Ability to problem-solve and use conflict resolution skills when handling patient concerns and refer patients to appropriate designated personnel
• Knowledge of confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements
• Basic PC skills in MS Windows environment, 10-key and typing.
• Working knowledge of electronic health records (EHRs) and practice management systems.
• Basic or limited familiarity with medical terminology
• Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience with callers
• Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision

Preferred Skills:

• Familiarity with health insurance
• Knowledge of Neighborcare or healthcare delivery system operations processes

Education/Experience Requirements:

• High school diploma or equivalent
• One (1) year of experience working in a medical office setting

About Neighborcare Health:

Since 1968, Neighborcare Health has been removing barriers to health care for our neighbors. We believe everyone deserves a place to call their health care home, where a team of medical, dental and mental health professionals work in collaboration with each patient to develop a personal health improvement plan.

We are one of the largest providers of primary medical, dental and behavioral health care services in the Seattle area serving low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. Each year we care for nearly 60,000 patients at our nearly 30 non-profit medical, dental and school-based clinics. We ask everyone to pay what they can, but no one is turned away due to inability to pay.

Our clinics are located in neighborhoods where health disparities are the greatest, and our care teams, who speak over 55 languages and dialects, are as diverse as our patients. No matter who you are, or where you come from, regardless of your insurance, income or immigration status, you are welcome at Neighborcare Health.

Learn more about us here.

The full job description is available upon request