Healthcare Call Center Representative

Join Our Team: Do Meaningful Work and Improve People's Lives

Our purpose, to improve customers' lives by making healthcare work better, is far from ordinary. And so are our teammates! Working at Kinwell means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we're creating a culture that promotes employee growth, collaborative innovation, and inspired leadership.

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, obtaining billing information, while providing a positive customer service experience that meets the needs of our patients. The ideal candidate has a customer service mind-set with the ability to listen to a patient's concerns, address their issues and assist them in problem resolution.

What you'll do:

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

• Scheduling of new patient and follow up appointments while adhering to clinic and clinician scheduling guidelines.

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

• Maintains outlined call queue guidelines for login time.

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

• Obtains insurance authorization to process patients for services needed.

• Collects and processes copays as appropriate.

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

• Effectively communicates 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.

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

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

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

• Performs 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

• Basic Life Support (BLS) for Health Care required at time of hire from American Heart Association (AHA) or Military Training Network (MTN)

• 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.

• Basic Life Support (BLS) for Health Care required at time of hire from American Heart Association (AHA) or Military Training Network (MTN).

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

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

• Health care experience. (Preferred)

• Bilingual- Spanish preferred. (Preferred)

• Excellent critical thinking, flexibility, problem solving and communication skills.

• Proficient with Excel, Access, PowerPoint, and Word as well as other Office applications.

• Strong verbal and written communication and presentation skills.

• Able to prioritize multiple tasks.

• Able to continuously learn and expand responsibilities.

• Experience using EPIC.

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:

$41,600.00 - $57,000.00

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