Healthcare Call Center Representative - Kinwell : Job Details

Workforce Classification:On-siteKinwell 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.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. The Call Center Representative will work on-site at one of our clinics in Washington state. 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)
• Bilingual (Preferred)
• Healthcare experience. (Preferred)

Working Environment •Work is primarily performed in an office setting within a healthcare organization, which may include proximity to patient care areas. •The work environment is generally quiet, but may involve some interruptions, high-paced demands and interactions with various departments. •This role requires the ability to navigate within clinical or administrative areas of a healthcare organization. Physical Requirements The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation: •This is primarily a sedentary role with prolonged periods of sitting at a desk and working on a computer. •Ability to life or carry items weighing up to 25 pounds; occasionally may need to bend, stoop, or reach to retrieve items. •This role requires the ability to keyboard and computer for extended periods of time and to communicate clearly and understandably in person, and over the telephone. •Manual dexterity for data entry and use of office equipment.Vaccine Requirement:Kinwell currently requires all teammates to provide proof of or complete a written attestation of a religious or medical exemption for influenza, COVID-19, and Hepatitis B vaccines. Healthcare providers may also be subject to CDC recommended vaccines.Kinwell provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status. Applicants with disabilities may be entitled to reasonable accommodations under the terms of the American with Disabilities Act and certain state or local laws. A reasonable accommodation is an adjustment to our standard application and/or interview process which will ensure an equal employment opportunity without imposing undue hardship on Kinwell. Please inform our Talent Acquisition team ([email protected]) if you are requesting an accommodation to participate in the application process.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
• Tuition Reimbursement for qualifying programs
• Employee Assistance

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.