Patient Services Representative - Connec...
Public Health - Seattle & King County - Seattle, WA

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This Patient Services Representative is a call center position on the Connect 2 Care Team within the Community Health Services Division. The Patient Service Representative position provides customer support to Public Health Center (PHC) clients by phone ensuring that clients are connected to appropriate resources to meet their healthcare needs. PHC's provide a broad range of healthcare services to our economically, socially and culturally diverse populations. The Patient Services Representative is generally the first point of contact for patients over the phone and is responsible for maintaining excellent customer service standards.

Who May Apply: This position is open to all qualified applicants.

Union Representation: This position is represented by the International Brotherhood of Teamsters Local 17, Administrative Support Employees.

Work Location: Columbia Health Center-South Seattle

Work Schedule: This position typically works 8 hours per day, 40 hours per week anytime between 8:00a.m. - 6:00p.m. Schedule requires flexibility. This position is subject to the Fair Labor Standards Act and is overtime eligible.

Contact: Rosemarie Grzetic, HR Analyst at 206-477-4211 or

Examples of Duties:
Receive inbound telephone calls in a high volume call center: appointments are scheduled for multiple programs, including but not limited to: Dental, WIC, Family Support Services, Maternity Support Services and Family Planning for all the PHC locations.

Register patients over the phone; gathering demographic, financial and insurance information; informing clients of necessary documents required at their appointment; performing data entry; determining when language interpretation is needed; orienting patients to Public Health's services and offer cross program scheduling; 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; perform quality assurance functions, screen and refer/schedule eligible clients for insurance enrollment. 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.

Monitor interpreter requests and confirmations received from interpreter services.

General office duties; order and replenish medical/dental and general office supplies; filing; answering multi-line phones; operating TDD machines, FAXs, copiers, label makers and printers.

Skilled in Basic Excel, Basic Word, customer service, alphanumeric filing and data entry (at least 85% accuracy and a minimum of 3000 keystrokes per hour for data entry). The most competitive candidates may be tested on these skills.

Demonstrated ability to learn and use multiple computer applications and programs including web browser, Outlook.

Demonstrated ability to move up to 25 pounds in order to move boxes, retrieve health records, replenish office supplies with our without reasonable accommodation. This may involve intermittent lifting, standing, stooping, bending and reaching during the course of the work day.

The most competitive candidates will have 2 or more years experience in a fast paced, high volume medical or social service environment providing quality customer service support with the following skills:

Functional knowledge of medical terminology.

Knowledge of basic insurance practices.

Demonstrated ability to use practice management software for registering patients, scheduling appointments and/or encounters for billing purposes.

Just as important as your technical skills and experience are the following Core Competencies and Characteristics:

Take initiative to complete necessary tasks or improvements and meet deadlines, and hold yourself accountable for producing timely, high quality work products.

Work in environment whereby there are multiple tasks requiring a high degree of accuracy in a high pressure/short deadline/precise schedule.

Exhibit strong customer service, people management, and interpersonal skills, including ability to work with all levels of management, and staff across organizational lines and outside agencies under challenging conditions and the willingness and ability to troubleshoot problems as they arise. Be and active listener and mediate disagreements in a positive way.

Establish and maintain working relationships with a wide variety of work-groups, including customers, peers, consultants, and contractors in a courteous and professional manner.

Exercise discretion, patience, professionalism, etiquette in all interpersonal dealings and sound professional judgment in maintaining the confidentiality of sensitive data.

Supplemental Information:
Application Process:
Applications will be reviewed after the job posting closes. The following items are required to be considered for this vacancy:

1. NEOGOV/Government Jobs on-line or paper application
2. Supplemental Questions
3. Cover Letter and Resume

You may attach multiple documents:
  • Copy and paste one or more documents into the text resume section of the application.
  • Attach multiple documents/files in the resume attachment section.
Note: Your application may be rejected as incomplete if you do not include the relevant information in the application. Providing the information only on the resume or cover letter will not be considered complete.

For more information on our selection process, please refer to

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.

Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.

Staff may be required to play an active role in the event of a public health emergency, which may include changes in responsibilities and working hours.

Necessary Special Requirements

The selected candidate will be required to pass a thorough background investigation.

Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law

Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time.

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