Patient Accounts Rep-Call Center in Kirkland, Washington at EvergreenHealth

Wage Range: $22.59 $36.14 per hour

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:

Responsible for assisting self-pay patients with their payment needs, including setting up and obtaining payments for services rendered by EvergreenHealth. Utilizes strong customer service skills to deliver excellent patient experience while providing first level support to patients in a dynamic call center environment. Assists patients via inbound and outbound phone calls, responding to MyChart messages, and handling electronic medical record (EMR) work queues. Responsible for payment processing, patient account reviews, updating patient demographics, updating and reviewing insurance information, providing financial assistance screenings and support to patients, and assisting with patient dispute reviews and resolution.

Primary Duties:

• Supports patient account activities and follow-up needs by coordinating with patients, guarantors, or authorized individuals for all aspects of EvergreenHealth self-pay accounts receivable.
• Answers inbound calls and makes outbound calls regarding self-pay balances.
• Ensures patient confidentiality by verifying identity and account details.
• Requests, confirms, and validates interpreter services to meet patient needs.
• Processes payments, establishes and monitors payment plans, and encourages timely resolution of balances while delivering a positive patient experience.
• Provides information on available Financial Assistance programs, conducts eligibility screenings, and supports patients throughout the application process.
• Researches and resolves disputes or discrepancies. Escalates unresolved concerns to internal resources and other departments as needed.
• Identifies if other insurance coverage opportunities are available. Determines if other insurance coverage can be applied.
• Advises and supports patients with insurance coordination and related needs.
• Maintains accurate documentation of all customer interactions in the EMR system and monitors call outcomes and follow-ups.
• Ensures patient confidentiality of sensitive financial situations while demonstrating empathy and professionalism.
• Meets and exceeds key performance indicators, which include average wait time, call resolution time, call abandonment rate, payments collected, quality assurance standards, and overall customer experience.
• Ensures timely, accurate, and professional communications through phone and MyChart in a high-volume environment.
• Prepares and delivers patient communications via letters, portal messages, and phone calls to provide timely information and support outreach efforts.
• Manages various work queues by promptly responding to pending requests.
• Performs other duties as assigned.

License, Certification, Education or Experience:

REQUIRED for the position:

• High School graduate or equivalent combination of education and experience
• 2 years of experience in a customer service role
• Strong verbal and written communication skills, with the ability to work effectively with individuals of diverse backgrounds and within cross-functional teams.
• Demonstrated active listening, de-escalation, and patient-centered communication in both individual and team-based interactions
• Effective problem-solving and critical thinking skills while maintaining composure and professionalism in challenging situations
• Strong attention to detail with ability to accurately document interactions and follow established processes to support team efficiency.
• Ability to collaborate with and support coworkers by sharing knowledge and contributing to the department and organizational success.

DESIRED for the position:

• Experience in healthcare customer service, medical billing environment, or administrative support role
• Electronic Medical Record experience, preferably Epic.
• Demonstrated effective communication and problem-solving with patients or clients.
• Knowledge of basic medical terminology/common medications.
• Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) and Payer/Insurance Portals.
• Familiarity with HIPAA and other health industry compliance standards.

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.

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

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

EvergreenHealth Benefits Guide