Patient Service Representative I

Confluence Health

Wenatchee, WA

Confluence Health

Patient Services

Full Time

Day Shift




Position Summary:

  • To provide customer service to patients and staff regarding the self pay, out of pocket expenses for services rendered at any Confluence Health location, including Wenatchee Valley Hospital and Clinics and Central Washington Hospital and Clinics.
Essential Functions:
    • Provide customer service, by phone and/or face-to-face, to Confluence Health patients regarding the following topics and/or concerns:
      • Patient out of pocket expenses.
      • Internal and external payment options.
      • Financial assistance resources.
      • Insurance processing.
      • MyChart patient portal access.
      • Price estimation prior to services.
      • Past due collections.
    • Patiently listen to, accurately understand, and quickly respond to each of the issues that are addressed by the patient.
    • Complete an exhaustive research of the patient account to be sure that all issues are resolved to the patient's satisfaction and to prevent the patient from having to contact us again.
    • Work at a productive level that meets department expectations.
    • Follow established Confluence Health and departmental policies and procedures.
    • Provide effective and professional two-way oral and written communication with all co-workers and patients.
    • Refrain from using unprofessional language, such as swearing, or conveying signals of being upset to co-workers or patients.
    • Participate in regular productivity reviews with department leaders.
    • Use sound judgment to help resolve situations.
    • Understand and make use of the decision-making authority that has been granted and understand when to ask the leadership for their assistance.
    • Adhere to the teamwork performance standards.
    • Adhere to the Code of Conduct standards.
    • Adhere to and uphold the confidentiality performance standards as outlined in the Confidentiality Statement.
    • Remain open, willing, and supportive to change.
    • Maintain high standards of professional dress as outlines in the Office Dress Code.
    • Understand the implications that tardiness and attendance has on customer service and other facets of the job and, therefore, meets or exceeds the department standards in each of these areas.
    • Remain calm, patient, and reasonably unaffected while working under pressure and stress.

  • Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
  • Required:
    • High School graduate or equivalent.
    • Proficient in the performance of basic math functions.
    • Proficiently read, write and speak in English.
    • Proficient in letter writing skills and use of effective written communication skills to convey ideas or concepts.
    • Must be a team player and maintain a positive, resourceful attitude.

  • Desired
    • Demonstrated customer service experience.
    • Possesses intermediate computer skills (e.g., spreadsheets, word processing); knowledge of MS Office.
    • Knowledge of ICD-10, CPT coding, medical terminology, and insurance billing.
    • Bi-lingual in Spanish a plus.

Who We Are: Confluence Health is an integrated healthcare delivery system that includes two hospitals and more than 40 medical specialties, to provide comprehensive medical care in North Central Washington. With over 270 physicians and 150 advanced practice clinicians, Confluence Health is the major medical provider between Seattle and Spokane. Our goal is to deliver high-quality, safe, compassionate, and cost-effective care close to home. Staying on the leading edge of healthcare innovation is important, so we invest in technology--to provide better care for our patients and allow our providers to operate at the highest level. Our Mission: We are dedicated to improving our patients' health by providing safe, high-quality care in a compassionate and cost-effective manner. Our Vision: To become the highest value rural healthcare system in the nation that improves health, quality of life, and is a source of pride to those who work here.