Healthcare Call Center Representative

Kinwell was founded on the principle of personalized, whole-hearted care for every patient. We believe the best healthcare is a conversation, and one that includes nutrition, fitness, sleep, and behavioral health. Our Clinicians and Clinic Support staff drive real change in their patient's well-being. Along the way, we are setting a new standard for primary care, making it more accessible, impactful, and holistic.

We are dedicated to building great places to work. We value all teammates and respect a diversity of thought, ideas, and cultures-all focused on the common goal of nurturing the health of those we serve.

Kinwell fosters a culture that promotes employee growth, collaborative innovation, and inspired leadership. We bring agility to work every day and thrive on the opportunity to create something refreshing and new. This is where you come in. If you are looking for a new primary care opportunity, one based on the quality of care, not the quantity of patients, please consider our available positions.

About the role of Healthcare Call Center Representative

The Healthcare Call Center Representative is a key point of contact for Kinwell's new and existing patients. This Representative has the responsibility for answering and screening phone calls, taking messages, scheduling appointments, and obtaining billing information while providing a positive customer service experience that meets the needs of our patients. The ideal candidate has a customer service mindset with the ability to listen to a patient's concerns, address their issues, and provide solutions.

What You'll Do:

• Pleasantly answer phone calls in a timely manner while assisting patient with scheduling or directing call to correct teammates.

• Schedule new patients and follow-up appointments while adhering to clinic and clinician scheduling guidelines.

• Meet outlined inbound daily call goals based on call volume.

• Maintain outlined call queue guidelines for login time.

• Return patient voicemails before the end of business each day.

• Obtain insurance authorization to process patients for services needed.

• Collect and processes copays as appropriate.

• Assist patient with virtual check-in process when need and helping the patient complete their portion of patient history in the EMR.

• Effectively communicate the status of patient phone calls and requests to clinical staff, clinicians, or Practice Manager to ensure continuous operation of clinic.

• Proficient in use of the EMR and/or a willingness to develop proficiency.

• Assist with referrals when needed.

• Follow HIPAA guidelines and safety rules as outlined in training.

• Attend and participate in team huddles, center staff meetings, ongoing training.

• Perform all duties to achieve or exceed established and desired service standards and create a delightful patient experience before, during and after the visit.

• Perform other duties as assigned.

What You'll Bring:

• HS Diploma/GED.

• Six months to 1 year call center or medical office setting experience customer service experience.

• Demonstrated intermediate knowledge of PC's, word processing, data entry and EMRs.

• Current BLS certification from the American Heart Association (AHA) or Military Training Network (MTN). (Preferred)

• One year of experience in a medical practice or one year of administrative experience. (Preferred)

• Ability to speak Spanish or other languages in addition to English. (Preferred)

• Healthcare experience. (Preferred)

Working Environment:

Work is performed within a normal office environment with ambient temperatures.

Physical Requirements:

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

This is primarily a sedentary role that requires the ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. This role requires the ability to keyboard and to communicate clearly and understandably in person, and over the telephone.

COVID-19 Vaccine Requirement

Kinwell Medical Group is requiring all employees, including telecommuters, to either show proof of being fully vaccinated from COVID-19 or have an approved medical or religious accommodation (based on a disability/medical condition or sincerely held religious belief). Applicants who are offered employment with Kinwell Medical Group will be required to show proof of being fully vaccinated within 72 hours of employment or request an accommodation prior to their start date. If you plan to submit a request for accommodation, please begin the process as soon as possible by clicking on the email link to send an email to leavesanddisability@premera.com.

What we offer:

• Paid Time Off & Paid Holidays

• Medical/Vision/Dental Insurance

• Personal Funding Accounts (HSA, FSA, DCA)

• 401K

• Basic Life Insurance

• Disability-Short Term and Long-Term

• Supplemental Life and ADD&D

• Education & Development

• Employee Assistance

• Passport Discount Program

Equal employment opportunity/affirmative action:

Kinwell is an equal opportunity/affirmative action employer. Kinwell seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Kinwell, please contact Kinwell Human Resources via email at hr@kinwellhealth.com.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate's geographic location, market conditions, and specific skills and experience.

National Plus Salary Range:

$41,700.00 - $62,600.00

• National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.