Centralized Patient Access Representative I

You Belong Here

At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission - partnering and healing for a healthy future - and dedicated to the health and well-being of the communities we serve.

Training will be conducted in person, and upon its conclusion, there is a possibility of transitioning to a work-from-home arrangement.

FTE: 1.0, Shift: Days, Schedule: Monday - Friday 8:45am to 5:15pm

Position Summary

The Centralized Patient Access Representative I (CPAR-I) is responsible for assisting new and existing patients with scheduling appointments, facilitating communication with patient care team and providing information and updates on a wide variety of topics related to their care. Creating an outstanding patient experience is a priority and achieved through your professionalism, empathy, and enthusiasm during patient interactions. Our CPARs are well-equipped to work in a fast-paced environment to assist patients with navigating their healthcare needs. CPARs use a variety of computer systems and access large volumes of information to complete a variety of complex tasks on behalf of the patient, providers and multiple clinics. Our ideal candidate has a positive attitude, drive to be successful and an overall love for the community. The CPAR I is the first level of a 4-tiered job family typically assigned responsibility to support multiple primary care clinics.

Responsibilities

• Promptly answer, screen, schedule, and process medical service requests and telephone inquiries with strict adherence to confidentiality agreements, policies and procedures for multiple providers and clinic locations to include Pediatric, Family Medicine, and Internal Medicine in a centralized team setting.
• Collecting and entering patient demographic and insurance information into the electronic medical record system to ensure accurate registration prior to care.
• Clearly compose and direct patient messages via telephone encounters and in-basket messages to appropriate clinical care team members, documenting accurate information in patient charts.
• Handle all patient issues in accordance with best practices, escalating as needed.
• Successfully meet individual and team performance metrics to achieve efficient time management and a positive patient experience.
• Utilize critical thinking skills to evaluate patient symptoms in accordance with MHS Triage Nurse Protocol
• Register and educate callers on MultiCare MyChart functionalities and resolve all patient access concerns MyChart Navigation

Requirements

• High School Diploma or GED
• One (1) year customer service experience required
• Possess proficient computer skills operating multiple systems in a windows-based environment
• One (1) year office, clerical, or call center experience; in a medical setting preferred.
• Knowledge of medical terminology, and medical insurance preferred
• Electronic Medical Record experience; EPIC preferred.
• Familiarity with data entry and complex scheduling preferred

Our Values

As a MultiCare employee, we'll rely on you to reflect our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness. Our values serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other.

Why MultiCare?

• Belonging: We work to create a true sense of belonging for all our employees
• Mission-driven: We are dedicated to our mission of partnering for healing and a healthy future and the patients and communities we serve
• Market leadership: Washington state's largest community-based, locally governed health system
• Employee-centric: Named Forbes "America's Best Employers by State" for several years running
• Technology: "Most Wired" health care system 15 years in a row
• Leading research: MultiCare Institute for Research & Innovation, 40 years of ground-breaking, clinical and health services research in our communities
• Lifestyle: Live and work in the Pacific Northwest - offering breathtaking water, mountains and forest at every turn

Pay and Benefit Expectations

We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The pay scale is $20.07 - $28.87 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant's years of experience align.

Associated benefit information can be viewed here.