Clinical Patient Services Representative

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The hourly wage offered for this position is $17.77 - $24.54 with no clinical license; $18.31 - $25.57 with clinical license (CNA/MA). Rebound is the largest orthopedic and neurosurgical practice in the Portland-Vancouver area with an array of sub-specialties including orthopedics, brain and spine care, sports medicine, physiatry, and physical therapy. We are proud to be the team physicians for the Portland Trail Blazers, the Portland Winterhawks and several collegiate teams and celebrate over 50 years of serving the community with a commitment to providing superior service to our patients. We are looking for a full time Clinical Patient Services to join our amazing Orthopedic team in Vancouver, WA. This role primarily answers inbound phone lines, makes occasional outbound calls, performs a variety of patient care activities primarily over the phone and supporting clinical staff appointments in a professional, efficient and timely manner, facilitates patient clinical communication, and maintains accuracy of assigned provider schedules.

The ideal candidate will possess great organizational skills and energy, a can-do attitude, a desire to learn the practice, and a collaborative team spirit. The candidate will also possess excellent interpersonal skills, a superior commitment to patient care, and the ability to work closely with patients and physicians. This position will be based out of our Stone Mill Business Park location, though has the potential to move to a remote status after a satisfactory 90 day introductory period.

Responsibilities:

• Support an environment that reinforces Rebound's mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality and Recognition .
• Answer Phones, log calls, work task box, read and respond to individual and group email requests, voice mail and messages from call center.
• Assist in follow up of Provider post call and directed care requests to ensure timely follow up.
• Assist Medical Assistants and Unit Coordinators with tasks and prescription refills as time allows.
• Answer basic patient questions via phone, patient portal, within scope of practice.
• Develop and maintain a collaborative working relationship with all team members.
• Review provider schedules and dashboards. Request imaging, lab results, notes and reports as needed. Manage hospital follow-ups/ED Admits.
• Book, coordinate and reschedule patients appointments based on defined appointment protocol.
• Relay necessary messages to staff via the patient chart, email, phone call or in person as needed based on individual circumstance.
• Be cognizant of the abandonment rate to ensure that call turnaround time is minimized and patients are not left pending in the appointment queue.
• Maintain and update current information on physician schedules.
• Answer questions regarding patient appointments and testing.
• Monitor physician schedules to make sure they are meeting designated protocol standards.
• Attend meetings as required.
• Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
• Perform related work as required.

Required:

• High School Diploma or GED. Associates or Bachelors degree in healthcare administration or other healthcare related coursework preferred.
• Medical Certification and/or training preferred.
• Familiarity with medical terminology and flow of medical practices required.
• Experience working with Electronic Health Records systems required.
• Work related experience, preferably in a medical office, and/or call center setting.
• Experience with a multi-line phone and queue management system preferred.
• Working knowledge of medical terminology, highly desirable.
• Work related experience with Microsoft Applications preferred.
• Ability to work in a call center setting consisting of a high volume of calls and typing.
• Ability to manage difficult and stressful situations. Strong problematic resolution skills.
• Knowledge of business office procedures.
• Knowledge of grammar, spelling and punctuation to communicate patient information.
• Skill in operating a computer and photocopy machine.
• Ability to speak clearly and concisely.
• Ability to read, understand, and follow oral and written instructions.
• Ability to establish and maintain effective working relationships with patients, providers, employees and the general public.

We are proud to Offer:

• Medical/Vision/Rx (paid at 100% for employee)
• Dental (paid at 100% for employee)
• 401(K) Retirement Plan, including discretionary profit sharing and Cash Balance Plan
• Company paid Life Insurance/AD&D
• Voluntary Life insurance/AD&D
• Company paid short and long-term disability
• Flexible Spending and Health Saving Accounts
• Employee Assistance Program
• Free Parking
• Paid Time Off accrued at up to 24 days in your first year based on FTE

This is a great opportunity to work in a quality organization with Top Doctors in the Northwest. At Rebound, our goal is to cultivate an organization that offers superior patient-centered medical care, with mutual respect and cooperation in a positive and supportive environment. Come join our team!