Patient Services Representative – Neurosurgical Care

Wage Range: $20.57 – $32.92 per hour
Sign-On Bonus: Up to $3,000 for those new to EvergreenHealth

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

• Monitors various group Message Pools and responds to patient requests, questions and concerns within established organizational timelines.
• 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.
• Orders and restocks patient forms and non-medical supplies.
• 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.
• 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 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.
• 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.
• Requests, confirms and validates interpreter services.
• Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
• Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
• Performs open and close duties, which vary from clinic to clinic.
• Files, faxes, scans, photocopies and distributes mail.
• Greets patients and completes check-in process. Directs and assists patients with completion of appropriate paperwork.
• Manages appointment queues (Ex. future appointment orders; cancellation list; wait list).
• Performs other duties as assigned.
• Identifies and collects copayments in adherence with organizational goals.
• Cultivates EvergreenHealth culture of community by supporting new staff training.
• Prepares, documents and sends various patient outreach communications.
• Manages incoming referrals through clinic documentation and established tracking protocol. Facilitates communication between the clinic, patient and insurance company, as required.

Accountabilities/Competencies

• Accountability for HIPAA privacy and security standards within the department or assigned nursing unit.
• Must possess basic skills to use Microsoft Office, specialized software and electronic office equipment.
• Adheres to organizational patient safety standards relevant to the department or assigned nursing unit.
• Prints Appointment List for Next Day Schedule.
• Proficiency in reading, writing, comprehending and speaking English as required for business necessity.
• Prepares patient packets and assists in preparing patient charts for office visits

Minimum Qualifications

REQUIRED for the position:

• Actively listen to and validate patient conversations. Employ de-escalating techniques as appropriate.
• 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).
• Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
• 1 year of experience in a customer service role
• 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
• High School diploma or equivalent
• 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.

DESIRED for the position:

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

Benefit 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.

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

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

2023 Benefits Guide