Job description

The role is the first contact with the organization and is responsible for answering multiple lines telephone systems, connecting callers to the appropriate department or individual via paging, voicemail or written message. The position also assists with triage related communication with providers teams and clinic staff.

Essential Duties and Responsibilities include the following. Other duties as assigned.

• Provide excellent customer service to each patient to ensure best care and or experience with NWMS.
• Distribute phone messages/tickets to appropriate department in a timely manner.
• Verify demographics, insurance and co-payment information for each new patient.
• Answer incoming phone calls to triage dept and create/assign triage tickets.
• Manage phone calls from patients, hospitals, pharmacies and other outside facilities.
• Reconcile resolved triage tickets within the EMR.
• Sort/disperse incoming faxes and assign tickets accordingly.
• Work within multiple health systems to acquire health records.
• Monitor reporting system for patients in the emergency room.
• Monitor hospital discharge list and provide information to teams regarding hospital discharge.
• Act as a liaison with communication service vendors.
• Build and maintain good working relationships with co-workers, staff, physicians and leadership.
• Understand and consistently follow policy and procedures of the department and company.
• Ensure accuracy of work and adhere to all HIPPA guidelines/regulations and confidentiality of patient records and company information.
• Coordinate activities for your role that meets the department expectations and/or company goals.
• Assist with training others on phone system as needed.
• Perform other duties as assigned.

Supervisory Responsibilities: This position does not have supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to manage a multitude of emotional situations
• Has an understanding of clinic operations related to patient registration, referrals, and HIPPA requirements
• Proven high attention to detail
• Ability to work in a fast-paced working environment
• Excellent written and verbal communication skills
• Travels/Works from various clinic locations as needed
• Reliable, consistent attendance and punctuality

Education/Experience

• High school diploma or general education degree (GED)
• One year of relevant experience preferred

Computer Skills

• To perform this job successfully, an individual should have at least basic knowledge of Microsoft Office programs.
• Knowledge of hospital Epics preferred but not required.
• Ability to operate basic office equipment such as telephones, computers, fax and copy machines.

Language Ability

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is in a standard medical office environment with desktop business equipment and frequent telephone calls. There may be frequent interruptions and high utilization on some days and low utilization on others. The noise level is moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is typically performed in a medical office environment. While performing the duties of this job, the employee is regularly required to: use hands to handle, or feel; talk; see; and/or hear. Employee must be able to work in close contact with small and large groups. Employee must be able to lift up to 50lbs.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
All employees are required to wear a mask and be up to date on Covid-19 vaccinations per CDC guidelines.

Ability to commute/relocate:

• Puyallup, WA 98373: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Medical: 1 year (Preferred)
• Customer service: 2 years (Required)
• Call center: 1 year (Required)

Work Location: In person

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