Bilingual Patient Services Representative I - (Wenatchee Dental)

Job Summary
The Patient Services I's primary job function is to be responsible for initiating patient visits, coordinating patient appointments, collecting payments, entering/updating patient information on our computer system and providing courteous, efficient and informal telephone access to clinic services.

Job Specific Competencies
1. Greets all patients and guests in a warm and friendly manner.
a. Performs AIDET 100% of the time; 90% proficiency score must be maintained.
2. Registers patients; collects demographics and updates data as needed; and assists them with forms if necessary.
3. Schedules appointments for patients using scheduling protocols and answering scripts.
4. Enters accurate data in EMR, EDR and other electronic records in accordance with protocol.
5. Obtains and verifies insurance information.
a. Obtains and scans copy of insurance card.
b. Verifies eligibility at each appointment
c. Collects switch forms and waivers when necessary.
6. Collects and records payments from patients. Balances encounter batch and monies collected with totals in practice management system.
a. Responsible for reviewing task buckets and claim work flow work list daily.
b. Perform the End of Day Review.
c. Barcode and fax all incoming documentation daily.
7. Directs phone calls to proper destination or takes a message as per protocol.
8. Assists patients with information and education on other CVCH programs as approved by Supervisor.
9. Provides accurate verbal translation, English & Spanish, when required.
10. FOR DENTAL ONLY: Schedules appointments for patients using scheduling protocols and answering scripts.
a. Confirms all patients the day before scheduled appointment.
b. Maintains provider's schedules at number of appointments per day as per Dental Scheduling protocol. This includes follow-up on missed appointments and missed recall.
11. FOR DENTAL ONLY: Dental No Show
a. Prepares and mails appropriate No Show letter and documents EDR record (refer to No Show policy).
b. Identify reinstatement eligibility, collect documentation required in the No Show policy and submit to Dental Operations Manager for consideration.
12. FOR DENTAL ONLY: Recall Management
a. Runs Recall tickler report bi-weekly for upcoming needed appointments and sends reminder postcards (refer to dental recall protocol).
b. Makes follow-up calls to current and past due recall patients to schedule appointments.

General Duties and Responsibilities
1. Performs other duties and tasks as assigned by supervisor.
2. Expected to be prepared to start shift at scheduled time, meet attendance standards, and work the hours necessary to perform the essential functions of the job.
3. Conforms to safety policies, general housekeeping practices.
4. Demonstrates sound work ethics, flexible, and shows dedication to the position and the community.
5. Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers.
6. Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.
7. Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.
8. Conforms to CVCH policies and Joint Commission and HIPAA regulations.

Job Specifications:

• Patient Services Wenatchee & East Wenatchee : Expected to cover assigned shifts between 7:30am-7:00pm, Monday-Friday and rotating Holidays and Saturdays, 8:30am-4:00pm. Schedules will be posted ahead of time for planning purposes.
• Patient Services Chelan : Expected to cover assigned shifts between 6:45am-5:00pm, Monday-Friday. Schedules will be posted ahead of time for planning purposes.
• You will be hired and assigned to a primary location, but may be scheduled at times to cover in Wenatchee, East Wenatchee or Chelan.

1. Education: None required. High School Diploma or equivalent preferred.

2. Certification/Licensure: Must have a valid WA State Driver's License and good driving record.


3. Experience: One year experience in the medical or business/office field or equivalent education and training/certification preferred.

4. Language Skills: Bilingual in English/Spanish required.

5. Essential Technical/Motor Skills: Knowledge of computer applications and equipment related to work. Effectively work in a multi-task environment, prioritizing tasks properly, and completing tasks/projects in a timely manner. Basic computer experience; adequate typing; 10-key calculator and filing skills;
ability to communicate with fluency in English/Spanish.

6. Interpersonal Skills: Excellent customer service skills. Ability to work in a collaborative team work environment and/or work independently. Strong interpersonal and communication skills, with the ability to work effectively with a wide range of consumers in a diverse community. Develop and maintain effective working relations with peers, patients, other agencies, contracted providers, and the public. Able to work well independently, learn quickly and adjust work assignments in response to system changes. Caring attitude, commitment to serving low-income patients.

7. Essential Physical Requirements: This job is performed mostly in a typical inside, office environment. Essential physical requirements of this job include: light physical effort; repetitive motions of wrists, hands, and/or fingers; standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling; frequent sitting; lifting and/or moving items weighing a minimum of 10 pounds (assistance is available as needed); ability to read forms and computer screens and to read correspondence and other documents.

8. Essential Mental Abilities: Strong organizational skills, attention to detail, must possess problem solving/reasoning skills, assess and evaluation various situations. Knowledge of federal and state regulations for health care plans. Ability to interpret and manipulate numbers, analyze, assessing/evaluating, and exercise good judgment. Must demonstrate concern for accuracy and attention to detail.

9. Essential Sensory Requirements: Essential sensory requirements include the ability to: read computer keyboard, monitor, and documents; prepare and analyze documents; read extensively; hear, recognize, and assess verbal presentations of patients; receive and convey detailed information orally, by telephone and in person; convey accurate and detailed instructions by speaking to others in person and by telephone.

10. Exposure to Hazards: Possible exposure to airborne/blood borne pathogens, possible exposure to body fluids/blood. Worker is subject to inside and outside environmental conditions on a frequent basis with moderate/extreme noise. Worker has contact with consumers and other staff and may be exposed to severe medical conditions presented by them. Exposure to hazardous substances is a moderate risk and there are possible and physical injurious conditions.

Blood/Fluid Exposure Risk
Category II
1. Usual tasks do not involve exposure to blood, body fluid, or tissues but job may require performing unplanned Category I tasks.

Age Specific Competency
1. Neonatal (Birth - 30 days)
2. Infant (30 days to less than 1 year)
3. Pediatric (1 year - 12 years)
4. Adolescent (12 years - 18 years)
5. Adult (18 years - 65 years)
6. Geriatric (65 years - Death)

Telecommunication
• Position not eligible for Telecommuting

Benefits

*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE

Benefit:

Coverage:

Effective:

Medical

Premera (Self Insured)

Preferred Provider


Employee covered - $70.00 per month

Dependents covered - please refer to the benefits Guide 2026 for rates

First of the month following the first date of employment.

Dental

Washington Dental

Employee covered - 100%

Dependents covered - 50%

First of the month following the first date of employment.

Paid Leave

120 hours - Year 1

136 hours - Year 2
Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years.

Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.


Extended Illness Bank (EIB)

Allows for maximum accrual of 200 hours

PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.


Holidays

64 hours related to:

• New Year's Day

• Memorial Day

• 4th of July

• Labor Day

• Thanksgiving Day

• Day after Thanksgiving

• Christmas Eve

• Christmas Day

Holidays are based on an 8-hour day. Providers will receive a holiday pool of 64 hours as a 1.0 FTE at the beginning of each calendar year. Holiday pool hours must be used by December 31 of each calendar year; unused holiday pool hours will be forfeited. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year.

Diversity Days

3 Diversity Days

Available after the first payroll cycle after start date. Diversity days will be prorated based on start date as outlined below:

• Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE)
• May 1 - August 31: 2 diversity days (16 hours if 1.0 FTE)
• Sept 1 - Dec 31: 1 diversity day (8 hours if 1.0 FTE)

Please refer to the Paid Leave policy for additional details.

403(b) Retirement Plan

Lincoln Financial

150% CVCH match up to 3% of the employee's contribution

Immediately. Vesting schedule:

20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.

Employee Assistance Program

Mutual of Omaha

Free short-term counseling for employee and family

Immediately. Call View phone number on click.appcast.io

Long-term Disability

Mutual of Omaha

Employee Only (variable)

First of the month following the first date of employment.

Benefit:

Coverage:

Effective:

Basic Term Life

Mutual of Omaha

Employee Only (1x annual salary, up to $200,000)

First of the month following the first date of employment.

Group Accidental Death and Dismemberment (AD&D )

Mutual of Omaha

Employee Only (1x annual salary, up to $200,000)

First of the month following the first date of employment.

Supplemental Term Life

Mutual of Omaha

Employee / Spouse / Dependent(s)

First of the month following the first date of employment.

Voluntary AD&D

Mutual of Omaha

Employee / Family

First of the month following the first date of employment.

Health Reimbursement Arrangement

RedQuote

Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year.

First of the month following the first date of employment.

Flex Plan: Medical

RedQuote

Flex Plan: Maximum $3,400 per year

Direct Deposit available

First of the month following the first date of employment.

Flex Plan: Dependent Care

RedQuote

Flex Plan: Maximum $7,500 per year

Direct Deposit available

First of the month following the first date of employment.

AFLAC

Supplemental insurance - cafeteria plan

First of the month following the first date of employment.

Wellness Stipend

CVCH will reimburse staff up to $30 per month for a local gym membership

OR

CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.)


Immediately. Once employee has submitted invoice to HR/Payroll department.

Cell Phone Discounts

Discounted monthly access fees

Discounted select accessories and special equipment

Available for personal cell phones, currently in place with AT&T & Verizon

Benefit:

Coverage:

Effective:

Tuition Reimbursement

For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of:

• $4,000 for an Associate's degree, vocational, technical, or certification program

• $6,000 for a Bachelor's degree

• $8,000 for a Master's degree

Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply.

Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.