Bilingual Patient Services Representative I - (Wenatchee)

Patient Services I

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. 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.

6. Collects and records payments from patients. Balances encounter batch and monies collected with totals in practice management system.

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.

11. FOR DENTAL ONLY: Dental No Show

12. FOR DENTAL ONLY: Recall Management

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:

MedicalPremera (Self Insured)Preferred Provider - Employee covered - $70.00 per monthDependents covered please refer to the benefits Guide 2026 for rates - First of the month following the first date of employment.

DentalWashington Dental - Employee covered 100%Dependents covered 50% - First of the month following the first date of employment.

Paid Leave - 120 hours Year 1136 hours - Year 2Each 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 4thof 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.

Columbia Valley Community Health