The Healthcare Call Center Representative is a key point of contact for Kinwell’s new and existing patients.  This role provides exceptional customer service by answering calls, scheduling appointments, managing inquiries, and supporting patients’ access to healthcare services. The Call Center Representative builds positive relationships with patients, delivering a seamless, compassionate experience that enhances clinic operations. They will also provide support when needed to manage patient check-in and check-out, scan medical records, and collect co-pays. This role will work on-site at one of our following clinics: Ballard (Seattle), Redmond, Wenatchee, North Country Homes (Spokane), or Spokane Valley.

 
What you'll do: 

• Respond to incoming calls and messages from patients, answering questions related to appointments, services, billing, and general inquiries.  

• Provide clear, compassionate, and respectful communication with each patient to ensure a positive experience.  

• Achieve daily inbound call goals aligned with call volume demands.  

• Schedule, reschedule, and confirm patient appointments efficiently, ensuring alignment with clinic availability and patient preferences.  

• Coordinate with clinic staff to ensure timely patient inquiry follow-up and updating patients promptly if changes are required.  

• Verify insurance information and patient records for accuracy, notifying patients of necessary pre-visit requirements.  

• Enter patient information accurately into electronic medical records (EMR) systems, maintaining confidentiality and adhering to HIPAA regulations.  

• Manage patient files, notes, and communication logs to support seamless care coordination.  

• Update records as needed and ensure all patient interactions are documented for future reference.  

• Provide general administrative support to the clinic, assisting with patient referrals, follow-up calls, co-pay collection and other tasks as needed.  

• As needed, manage patient check-in and check-out and scan medical records. 

• Communicate regularly with clinic staff to maintain up-to-date information on clinic operations, resources, and policies.  

• Assist in developing improved communication processes to streamline patient services. 

 
What you'll bring: 

• High school diploma or equivalent. 

• One year of customer service experience in a call center, medical office setting, or equivalent experience.  

• Proficiency in Microsoft Office Suite.  

• Understanding of healthcare customer service best practices, HIPAA regulations, and medical terminology.  

• Strong verbal and written communication skills, active listening, problem-solving abilities, and proficiency in using healthcare-related software.  

• Ability to manage high volumes of calls efficiently, maintain a calm and empathetic demeanor, work independently, and adapt to a fast-paced environment. 

• Associate’s degree in healthcare administration, customer service, or a related field. (Preferred) 

• Two years of experience in a medical call center or similar environment. (Preferred) 

• Knowledge of medical terminology and healthcare insurance processes. (Preferred) 

• Experience using EPIC. (Preferred) 

Working Environment   

• Work is primarily performed in an office setting within a healthcare organization, which may include proximity to patient care areas.   

• The work environment is generally quiet, but may involve some interruptions, high-paced demands and interactions with various departments.    

• This role requires the ability to navigate within clinical or administrative areas of a healthcare organization.   
    

Physical Requirements   
 

The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation:   

• This is primarily a sedentary role with prolonged periods of sitting at a desk and working on a computer.   

• Ability to lift or carry items weighing up to 25 pounds; occasionally may need to bend, stoop, or reach to retrieve items.   

• This role requires the ability to use a keyboard and computer for extended periods of time and to communicate clearly and understandably in person and over the telephone. 

• Manual dexterity for data entry and use of office equipment.