Job Description

We are seeking a highly reliable and customer-focused individual to join our inbound appointing and messaging center team. As the first point of contact for patients, caregivers, and providers, you will be responsible for providing superior customer service while ensuring accurate patient registration, appointing, and account management. This role requires excellent computer skills and strict adherence to patient confidentiality (HIPAA).

Location: Fully Remote – Must reside in Washington or Idaho . (This role is not suitable for nomadic employment.)

Schedule: Monday–Friday, between 7:30 a.m. – 6:00 p.m. (to support call volume trends).

Contract Duration: 3-6 months to begin (with potential for extension up to 2 years and opportunity for permanent employment).

Essential Responsibilities

• Patient Access and Appointing: Answer phones and perform high-volume appointment-making processes for Primary Care. Connect patients with urgent symptoms to the Consulting Nurse Services (CNS) hotline, or send electronic messages to the appropriate care team.
• Registration and Account Management: Complete accurate patient registration , including verification of demographics and payor coverage. Obtain prior authorization for services and ensure patient accounts meet standards and billing requirements.
• Financial and Liaison Duties: Work directly with patients on billing-related matters, provide fee estimates, and may perform cash collection and depositing duties. Act as a liaison to Patient Financial Services and the Health Plan.
• System Utilization: Perform duties in EPIC Practice Management , including maintaining provider templates, managing appointment schedules, and utilizing appropriate work queues.

Qualifications & Requirements

• Experience: Previous call center experience and customer service experience are required. Healthcare experience is a plus, but not required.
• Technical & Remote Work Setup (REQUIRED):
• Internet Speed: Minimum 20Mb+ download and 8Mb – 10Mb upload speeds . (Candidates must test their speed prior to interview.)
• Connectivity: Must be able to hardwire to the internet modem (wireless access is prohibited).
• Workspace: Must have a quiet and private workspace in the home to protect PHI.
• Skills: Demonstrated strong customer service and communication skills, computer proficiency, and technical knowledge.

Important Notes

• All necessary equipment (computer, dual monitors, headset, etc.) is supplied.
• Agents are required to join training and scheduled meetings with their camera on.
• Contractors cannot take additional time off during the initial training period.

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