Healthcare Call Center Representative

The Healthcare Call Center Representative is a key point of contact forKinwellsnew and existing patients.This role provides exceptional customer service by answering calls scheduling appointments managing inquiries and supporting patients access to healthcare services. The Call Center Representative builds positive relationships with patients delivering a seamless compassionate experience that enhances clinic operations.This role will work on-site at one of our following clinics: Westlake (Seattle) Ballard (Seattle) Redmond Wenatchee North Country Homes (Spokane) or Spokane Valley.

Whatyoulldo:

• Respond to incoming calls and messages from patients answering questions related to appointments services billing and general inquiries.

• Provide clear compassionate and respectful communication with each patient to ensure a positive experience.

• Achieve daily inbound call goals aligned with call volume demands.

• Schedule reschedule and confirm patient appointments efficiently ensuring alignment with clinic availability and patient preferences.

• Coordinate with clinic staff to ensuretimelypatient inquiry follow-up andupdatingpatients promptly if changes are.

• Verify insurance information and patient records for accuracy notifying patients of necessary pre-visit requirements.

• Enter patient information accurately into electronic medical records (EMR) systemsmaintainingconfidentiality and adhering to HIPAA regulations.

• Manage patient files notes and communication logs to support seamless care coordination.

• Update records as needed and ensure all patient interactions are documented for future reference.

• Provide general administrative support to the clinicassistingwith patient referrals follow-up calls co-pay collection and other tasks as needed.

• Communicate regularly with clinic staff tomaintainup-to-date information on clinic operations resources and policies.

• Assistin developing improved communication processes to streamline patient services.

Whatyoullbring:

• High school diploma or equivalent.

• One year of customer service experience in a call centermedical office setting or equivalent experience.

• Proficiencyin Microsoft Office Suite.

• Understanding of healthcare customer service best practices HIPAA regulations and medical terminology.

• Strong verbal and written communication skills active listening problem-solving abilities andproficiencyin using healthcare-related software.

• Ability to manage high volumes of calls efficientlymaintaina calm and empathetic demeanor work independently and adapt to a fast-paced environment.

• Associates degree in healthcare administration customer service or a related field. (Preferred)

• Two years of experience in a medical call center or similar environment.(Preferred)

• Knowledge of medical terminology and healthcare insurance processes. (Preferred)

• Experience using EPIC.(Preferred)

Working Environment

• Work is primarily performed in an office setting within a healthcare organization which may include proximity to patient care areas.

• The work environment isgenerally quiet but may involve some interruptions high-paceddemandsand interactions with various departments.

• This role requires the ability to navigate within clinical or administrative areas of a healthcare organization.
  

Physical Requirements

The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation:

• This is primarily a sedentary role with prolonged periods of sitting at a desk and working on a computer.

• Ability to life or carry items weighing up to 25 pounds; occasionally may need to bend stoop or reach to retrieve items.

• This role requires the abilitytokeyboard and computer for extended periods of time and to communicate clearly and understandably in person and over the telephone.

• Manual dexterity for data entry and use of office equipment.