Patient Access Specialist - Medical

About the Role

Community Health Center of Snohomish County provides competitive compensation and a comprehensive benefits package that covers health insurance including medical, dental, and vision, prorated vacation time up to 120 hours annually based on full-time equivalency, paid sick leave, 10 paid holidays, a 403(b) Safe Harbor retirement plan with employer matching contributions, disability and life insurance, among other benefits. Additionally, employees who demonstrate proficiency in a second language are eligible for a $0.75 per hour bonus.

The position offers remote work eligibility after successful completion of mandatory onsite training. Prospective candidates must reside in Washington State to attend initial training and occasional in-person meetings.

Position Summary

The Patient Access Specialist - Medical serves as the initial contact point for patients at the health center, managing inbound telephone communications in a centralized call center environment. Responsibilities include clerical, reception, and administrative duties such as message transcription, appointment scheduling, patient pre-registration, and insurance coverage verification. The role also involves documenting patient feedback, including compliments and complaints, and updating patient demographic records as necessary.

Required Skills and Qualifications

• Fluency in reading, writing, speaking, and understanding English.
• Familiarity with medical terminology.
• Ability to work autonomously and demonstrate self-motivation.
• Capability to collaborate effectively within a team setting.
• Strong problem-solving skills, demonstrating creativity and resourcefulness.
• Organizational skills to manage and prioritize multiple tasks efficiently.
• Proven ability to work energetically and effectively in a fast-paced environment.
• Consistent maintenance of high productivity and quality output.
• Capacity to remain calm and perform competently under pressure or during emergencies.
• Experience using multi-line telephone systems and standard office equipment.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.

Preferred Skills

• Capability in bilingual communication.
• Understanding of dental terminology.

Education and Experience

• Minimum educational attainment: high school diploma or equivalent.
• Preferred educational credentials include completion of an accredited Office Skills Certification Program or Medical Administrative Assistant Certification or related fields.
• At least one year of customer service experience involving public interaction or an equivalent mix of education and professional experience.
• Preferred experience includes clerical reception, medical assisting, administrative or secretarial roles within a medical or dental environment or healthcare insurance organizations; call center experience; familiarity with insurance and billing processes; experience with multiple provider medical practices; digital imaging knowledge; expertise with healthcare information systems such as electronic health records and practice management systems; and working with diverse, underserved populations.

Key Responsibilities

• Pre-register patients using a computerized practice management system.
• Schedule patient appointments and maintain appointment calendars in accordance with office policies.
• Communicate changes in provider schedules and assist patients with rescheduling.
• Direct incoming calls appropriately or record messages within the electronic health record system.
• Assist with insurance eligibility checks and provide guidance on insurance enrollment and sliding fee discounts for uninsured patients.
• Handle billing inquiries or refer them suitably.
• Confirm patient appointments and arrange interpreter services as needed.
• Coordinate with external organizations regarding patient services.
• Record and manage documentation of patient compliments and complaints.
• Ensure accurate communication and task routing within the electronic health record system.
• Follow daily check-in and check-out protocols for telephone systems.
• Achieve the established call center goals for call volume and customer service quality standards.
• Update patient demographic information when necessary.
• Maintain attendance standards ensuring consistent daily operations and patient care continuity.

Equal Opportunity Statement

The Community Health Center of Snohomish County is an Equal Employment Opportunity and Affirmative Action employer, operating as an at-will employer.