Patient Resource Representative (Remote)

:

• Job Title:

  Patient Resource Representative (Remote)

• Req:

  2025-1298

• Location:

  VMC Main Campus

• Department:

  Patient Resource Center

• Shift:

  Days

• Type:

  Full Time

• FTE:

  1

• Hours:

  40 hrs

• City State:

  Renton, WA

• Salary Range:

  Min $19.64- Max $33.99/hrly. DOE

:

Patient Resource Center

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Patient Resource Representative I

JOB OVERVIEW: The Patient Resource Representative I is responsible for inbound call handling for Primary and Specialty Clinics supported by the Patient Resource Center.

AREA OF ASSIGNMENT: Patient Resource Center

HOURS OF WORK: As assigned

RESPONSIBLE TO: Supervisor, Patient Resource Center

PREREQUISITES:

• High School Graduate or equivalent (G.E.D.) preferred.

• Minimum of 2 years of experience in a call center, or 1 year in a physician's office; with experience using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.

• Demonstrates basic skills in keyboarding (35 wpm)

• Computer experience in a windows-based environment.

• Excellent communication skills including verbal, written, and listening.

• Excellent customer service skills.

• Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.

QUALIFICATIONS:

• Ability to function effectively and interact positively with patients, peers and providers at all times.

• Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.

• Ability to provide verbal and written instructions.

• Demonstrates understanding and adherence to compliance standards.

• Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:

  • Ability to communicate effectively in verbal and written form.

  • Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the callers needs.

  • Ability to maintain a calm and professional demeanor during every interaction.

  • Ability to interact tactfully and show empathy.

  • Ability to communicate and work effectively with the physical and emotional development of all age groups.

• Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.

• Ability to document per template requirements, gather pertinent information and enter data into computer while talking with callers.

• Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility.

• Ability to multitask while successfully utilizing varying computer tools and software packages, including:

  • Utilize multiple monitors in facilitation of workflow management.

  • Electronic Medical Records

  • Telephone software systems

  • Microsoft Office Programs

• Ability to successfully navigate and utilize the Microsoft office suite programs.

• Ability to work in a fast-paced environment while handling a high volume of inbound calls.

• Ability to meet or exceed department performance standards for Quality, Accuracy, Volume and Pace.

• Ability to speak, spell and utilize appropriate grammar and sentence structure.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS:

See Generic for Administrative Partner.

PERFORMANCE RESPONSIBILITIES:

• Generic Job Functions: See Generic for Administrative Partner.

• Essential Responsibilities and Competencies:

• In-depth knowledge of UW VMC Medicine's mission, vision, and service offerings.

• Demonstrates all expectations outlined in the VMC Caregiver Commitment throughout every interaction with patients, customers, and staff.

• Delivers Excellent customer service throughout each interaction.

  • Provides first call resolution, whenever possible.

  • Acknowledge if patient is upset and de-escalate using key words and providing options for resolution.

  • Identify and assess patients' needs to determine the best action for each patient. This is done through active listening and asking questions to determine the best path forward.

  • A knowledgeable resource for patient/customers that works to build confidence and trust in the VMC health care system.

• Schedules appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patient.

• Strives to meet patients Access needs for timeliness and provider, whenever possible.

• Applies VMC registration standards to ensure patient records are accurate and up to date.

• Ensures accurate and complete insurance registration through the scheduling process, including Verifies insurance eligibility or updates that may be needed.

• Reviews registration work queue for incomplete work and resolves errors prior to patient arrival at the clinic.

• Utilizes protocols to identify when clinical escalation is needed based on the symptoms that patients report when calling.

• Takes accurate and complete messages for clinic providers, staff and management.

• Relays information in alignment with protocols and provides guidance in alignment with patient's needs.

• Routes calls to appropriate clinics, support services, or community resource when needed.

• Coordinates resources when needed for patients, such as interpreter services, transportation or connecting with other resources needed for our patient to be successful in obtaining the care they need.

• Identifies, researches, and resolves patient questions and inquiries about their care and the UW VMC health care system.

• Other duties as assigned.

Created: 1/21

Grade: OPEIUH

FLSA: NE

CC: 8318

#LI-Remote

Job Qualifications:

PREREQUISITES:

• High School Graduate or equivalent (G.E.D.) preferred.

• Minimum of 2 years of experience in a call center, or 1 year in a physician's office; with experience using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.

• Demonstrates basic skills in keyboarding (35 wpm)

• Computer experience in a windows-based environment.

• Excellent communication skills including verbal, written, and listening.

• Excellent customer service skills.

• Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.

QUALIFICATIONS:

• Ability to function effectively and interact positively with patients, peers and providers at all times.

• Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.

• Ability to provide verbal and written instructions.

• Demonstrates understanding and adherence to compliance standards.

• Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:

  • Ability to communicate effectively in verbal and written form.

  • Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the callers needs.

  • Ability to maintain a calm and professional demeanor during every interaction.

  • Ability to interact tactfully and show empathy.

  • Ability to communicate and work effectively with the physical and emotional development of all age groups.

• Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.

• Ability to document per template requirements, gather pertinent information and enter data into computer while talking with callers.

• Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility.

• Ability to multitask while successfully utilizing varying computer tools and software packages, including:

  • Utilize multiple monitors in facilitation of workflow management.

  • Electronic Medical Records

  • Telephone software systems

  • Microsoft Office Programs

• Ability to successfully navigate and utilize the Microsoft office suite programs.

• Ability to work in a fast-paced environment while handling a high volume of inbound calls.

• Ability to meet or exceed department performance standards for Quality, Accuracy, Volume and Pace.

• Ability to speak, spell and utilize appropriate grammar and sentence structure.