Call Center Associate

You Belong Here.

At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission - partnering and healing for a healthy future - and dedicated to the health and well-being of the communities we serve.

FTE: 1 Shift: Day Schedule: Clinic Hours

Position Summary

The Centralized Patient Access Representative III (CPAR-III) is responsible for assisting new and existing patients with scheduling appointments, facilitating communication with patient care team, and providing information and updates on a wide variety of topics related to their care. Creating an outstanding patient experience is a priority and achieved through your professionalism, empathy, and enthusiasm during patient interactions.

Our CPARs are well-equipped to work in a fast-paced environment to assist patients with navigating their healthcare needs. CPARs use a variety of computer systems and access large volumes of information to complete a variety of complex tasks on behalf of the patients, providers and multiple medical practice locations. Our ideal candidate has a positive attitude, drive to be successful and an overall love for the community. The CPAR III is the third level of a 4-tiered job family typically assigned responsibility to support multiple medical specialty practice locations.

Responsibilities

• All CPAR-I & II Functions
• Schedule appointments for multiple specialty medical practice locations; both outpatient and hospital based in a centralized team setting.
• Process patient orders/referrals received from providers.
• Follows all patient screening protocols and clears patients for safety prior to undergoing any exam or procedure, relaying all exam or procedure specific preparatory information to patients prior to their appointment to ensure optimal patient outcomes.

Requirements

• Minimum two (2) year office, clerical, or call center experience; preferably in a medical setting
• Minimum three (3) years customer service experience required or 6 months meeting call center metrics in as a CPAR-II
• Preferred:
  
  • High School Diploma or GED
  • Possess proficient computer skills operating multiple systems in a windows-based environment
  • Knowledge of medical terminology, referrals/orders and medical insurance preferred
  • Electronic Medical Record experience; EPIC preferred.
  • Familiarity with data entry and complex scheduling preferred

Our Values

As a MultiCare employee, we'll rely on you to reflect our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness. Our values serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other.

Why MultiCare?

• Belonging: We work to create a true sense of belonging for all our employees
• Mission-driven: We are dedicated to our mission of partnering for healing and a healthy future and the patients and communities we serve
• Market leadership: Washington state's largest community-based, locally governed health system
• Employee-centric: Named Forbes “America’s Best Employers by State” for several years running
• Technology: "Most Wired" health care system 15 years in a row
• Leading research: MultiCare Institute for Research & Innovation, 40 years of ground-breaking, clinical and health services research in our communities
• Lifestyle: Live and work in the Pacific Northwest - offering breathtaking water, mountains and forest at every turn

Pay and Benefit Expectations

We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The pay scale is $21.25 - $30.89 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant’s years of experience align.

Associated benefit information can be viewed here.