Patient Account Repersentative

Call Center Patient Account Representative – 1

Site: Carolyn Downs Family Medical Center

Salary: $22.29 – 33.28 per hour, payable bi-weekly. The salary scale for this position is between steps 0 and 19, depending on experience.  This is a non-exempt, 40 weekly hours. This is a union position. Applicants must pass an extensive background check.

About Us
Seattle Roots Community Health is a not-for-profit organization that operates two primary care clinics, an After-Hours Clinic, two School-Based Health Centers, a low barrier Medication-assisted treatment clinic, and a Dental Clinic. Our Carolyn Downs Family Medical Center was founded in 1970 by the Seattle Black Panther Party in Seattle’s Central District. Our Country Doctor Community Clinic was established in 1971 by residents of the Capital Hill neighborhood in conjunction with the Seattle Liberation Front. The primary goal of each clinic was to provide low-barrier, high-quality healthcare services and promote social justice.

Seattle Roots is passionate about serving patients of all ethnicities, races, gender identities, languages, and backgrounds and employing individuals who are equally committed to this mission. To ensure our organization is best serving these populations, we strive to promote policies that enable us to work effectively in all cross-cultural situations, with patients, with coworkers, and with the community.

Our Mission and Commitment to Social Justice
We remain committed to health equity and our founding principle of social justice. Every day our actions are guided by our mission: to improve the health of our community by providing high-quality, caring, culturally appropriate primary health care that addresses the needs of people, regardless of their ability to pay. At Carolyn Downs and Country Doctor, health care is a right, not a privilege.

JOB SUMMARY

The Patient Account Representative I (PAR I) is responsible for patient intake and registration, payment processing, and referring more complicated medical appointments to the triage staff for assessment. The (PAR I) assists patients, doctors, office employees, and others. This position helps the clinic run smoothly by answering phones, triaging calls, scheduling appointments, and other tasks as needed.

As a Patient Account Representative, you will play a crucial role in making our patients feel like part of the Seattle Roots family in every interaction. Whether in person or over the phone, you will be the first face or voice our patients will see or hear, making them feel valued and cared for.

Minimum Requirements:

• High School Diploma or equivalent
• Trained to use a practice management system for patient registration.
• Experience using a call center platform and dashboard.
• Minimum two years of customer service and client care coordination experience in a medical clinic or healthcare environment
• Excellent verbal and written communication and customer service skills
• Knowledge of automated accounts receivable systems
• Requires the ability to work independently and as part of a team and work collaboratively and foster a team environment.
• Strong interpersonal and practical problem-solving skills
• Ability to multitask, be flexible and organized.
• Computer proficiency, including Word, Excel, Outlook, Google, and Insurance portals

Preferred Qualifications

• Experience with Epic
• Community Health experience
• Experience working with culturally diverse populations.
• Bi-lingual a plus
• Support co-workers and engage in positive interactions.

Job Responsibilities

• Manage large volumes of inbound and outbound calls promptly.
• Create a chart for new patients.
• Verify, correct, and update EPIC registration information at every patient interaction.
• Complete financial registration responsibilities, including but not limited to creating guarantor accounts and interpreting eligibility requirements.
• Add and update Notifications and patient messages in the patient chart.
• Review and confirm patient insurance coverage in insurance portals when appropriate.
• Schedule appointments and adjust patient schedules as needed due to the provider’s absence.
• Schedules appointments appropriately with the correct amount of time for visits and with the appropriate provider
• Communicate knowledge of available medical and non-medical resources (i.e., dental, optometry, food banks, emergency housing, etc.)
• Handle customer inquiries and complaints.
• Screen and refer patients to triage staff for complicated medical problems.
• Participate in the staff evaluation process and staff meetings.
• Perform special projects as assigned.
• Manage and complete work queues.
• In collaboration with the billing department, handling billing issues
• Serve as a knowledge expert and an escalation point for staff and patients’ questions and concerns.

Benefits

We provide a robust suite of benefits, including the choice of three medical plans, two dental plans, long-term disability, life, and other insurance programs. You’ll have access to flexible spending accounts, a subsidy of up to 80% of the cost of an ORCA pass, plus an additional match of 50% of the employee's contribution up to 4% after one year of employment. (Ex. if employee contributes at 4%, Seattle Roots will match with an additional 2%, plus the safe harbor contribution totaling a 8% contribution to the employee's 401k)  We’ve got you covered!

Salary : $22 - $33