Call Center Agent (Administrative Specialist II)

Summary

Position Summary

The Connect2Care (CSC) Team is searching for an Administrative Specialist II to answer phone calls for Public Health Centers and make appointments for our Dental, Primary Care, Sexual and Reproductive Health, and WIC clinics. This position offers candidates the opportunity to directly serve the public by helping them make appointments with our Public Health Centers.

The successful candidate will learn a number of Community Health Services' programs: Dental, Primary Care, Sexual and Reproductive Health, and WIC. C2C is a tight knit team, and we are always willing to help each other.

Note: This posting will create a list of qualified candidates that may be considered for selection of additional vacancies of the same position type over the next 6 months.

Commitment To Equity and Social Justice

Named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.

The county government has a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from all communities are incorporated into our emergency planning and public outreach efforts.

We recognize that structural racism consists of principles and practices that cause and justify an inequitable distribution of rights, opportunities, and experiences across racial groups. Since declaring Racism is a Public Health Crisis in June 2020, King County and Public Health committed to being intentionally anti-racist and accountable to Black, Indigenous and People of Color communities.

To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx

Work Schedule

Monday through Friday, 8:00 am to 5:00 pm, 40 hours per week. This position is Non-Exempt and subject to the provisions of the Fair Labor Standards Act.

Work Location

The primary work location will be remote work from home, although the incumbent may be asked to attend in-person training or attend meetings in other King County facilities. The possibility exists that work may evolve to a hybrid environment in the future (remote and/or office based). Based out of the Chinook Building, located at 401 5th Ave in Seattle, WA 98104.

Some of the work associated with this position will be performed through teleworking, and will report to office location and to meetings as needed. Travel to other work locations may be necessary. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours. To support employees during this time King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team.

Job Duties

• Register patients over the phone including: obtaining demographic, financial and insurance information; performing data entry; determining when language interpretation is needed; orienting patients to Public Health's services; directing patients to appropriate locations for services requested; identifying when triage by healthcare staff is needed and quickly identifying potential emergency situations and responding accordingly.
• Verify insurance coverage and correct patient assignment for those with managed care plans and redirecting clients to obtain appropriate insurance or insurance assignment.
• Schedule patient visits by determining the appropriate providers and programs for patients to be scheduled with, assure timely access to services by actively monitoring and coordinating multiple provider schedules.

Experience, Qualifications, Knowledge, Skills

Our ideal candidate will possess the following (Minimum Qualifications)

• Excellent verbal and written communication skills to include customer service skills via telephone (discretion, patience, etiquette, professionalism.)
• Demonstrated ability to work independently and as a member of a team.
• Demonstrated ability in problem solving, showing initiative, and exercising independent judgment.
• Knowledge of basic insurance practices.
• Full proficiency and able to work independently (without regular support) in the Microsoft Office Suite, including Excel, Teams, Word, and SharePoint
• Skilled at handling confidential data and situations with tact and discretion.
• Demonstrated ability to maintain consistency in attendance and punctuality.
• Ability and willingness to take on additional tasks as directed by supervisor.

• Demonstrated ability to use practice management software for registering patients, scheduling appointments and/or encounters for billing purposes.
• Functional knowledge of medical terminology.
• Knowledge of state and federal laws governing the use and disclosure of protected health information.
• Bilingual English and Spanish Preferred.
• Experience working remotely is highly desired
• Experience using Epic or another EHR (Electronic Health Record) System is highly desired

Supplemental Information

Forbes named King County as one of Washington State's best employers.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.

Who May Apply

This Career Service position is open to all qualified applicants.

Application Process

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.

The following items are required to be considered for this vacancy:

• NeoGov Job Application (The responses on your job application should be thorough and complete and will be used in the screening process)
• Supplemental Questions (The responses to the supplemental questions should be thorough and complete and will be used in the screening process)

Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted.

Necessary Special Requirements

• The selection process may include evaluation of application materials and supplemental questions, interviewing, and testing. You must completely fill out the application with your relevant education and work experience.
• The selected candidate must be able to pass a thorough background investigation, but findings may not necessarily disqualify an applicant for employment.
• For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring. For tips on interviewing, please visit https://www.kingcounty.gov/~/media/audience/employees/learning-and-development/Interview_Tips.ashx?la=en.
• Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
• Public Health relies on office automation (Microsoft Office) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.
• Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time and obtaining required immunizations.
• Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
• When Public Health responds to an emergency, and in accordance with relevant CBA language and/or KC policy and procedures, we may assign duties outside your regular job description. This may involve responding at any time, including nights and weekends, with possible deployment to locations other than the department.
• If you need a disability accommodation in the application or testing process, please call the contact number listed on the job announcement.

Union Membership

PROTEC17

Contact

For questions about the application process, contact Catherine Fitzpatrick, Sr. HR Analyst at Catherine.fitzpatrick@kingcounty.gov.