Patient Services Phone Specialist (must live in the Alaska Region)

Vera Whole Health

Seattle, WA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/23/2021
  • Website:
  • Company Address: 1511 6th Ave, Suite 260, Seattle, WA 98101, US

About Vera Whole Health

Advanced primary care through managing both sickness and wellness at the convenience of the work site

Job Description

We’re a national leader in advanced primary care. Our healthcare model emphasizes empathetic listening, strong provider-patient relationships, increased engagement and satisfaction, and improved population health.

Position Qualifications/Essential Functions:

Promptly answers, screens, and processes medical service requests and telephone inquiries with utmost diplomacy and tact to provide excellent customer service for patients; Practices confidentiality and privacy protocols in accordance with clinical policies and HIPAA confidentiality agreements and policies and procedures.
Facilitates optimal patient access and maximize accuracy of data entry for scheduling and clinical messaging.
Respond to patients’ inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.
Maintains high level of attention to detail
Documents all call information according to Vera Whole Health’s standard operating procedures
Collaborates in developing team priorities and patient goals & care plans.
Schedules appointments for patients and updates any patient information in the EMR as needed.
Performs day-to-day administrative functions and general office duties as assigned.
Verifies patient eligibility for clinical services and insurance.
Contacts insurance companies or other associated companies as needed for patient care.
 Provides information to callers according to the organization’s policies and procedures; transfers calls as needed; works with the team to ensure adequate phone coverage at all times.
Prepares for, attends and participates in team meetings and huddles.
Completes team outreach assignments including but not limited to follow-up phone contact, appointment scheduling, and letters.
Exercises problem-solving and conflict resolution skills when handling patient concerns and refers patient to appropriate designated personnel as needed.
Must be able to work flexible hours with shifts on Monday-Friday.
Regular and reliable attendance at the assigned Vera clinic or clinics; punctuality.
Performs other duties as assigned.

Additional Qualifications Preferred:  

Advanced phone skills; able to effectively relate via telephone to serve the needs of patients/clients/visitors in an efficient and productive manner.
Additional language abilities a bonus.
Willingness to work a variety of shifts, including early mornings, evenings and weekends.
Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
Intermediate computer knowledge and skills.


High School diploma or GED required.
Associate Degree or higher is preferred.
Minimum of 2-3 years of experience working in a medical office customer service setting which includes: knowledge of medical terminology, an understanding of scheduling parameters to make appropriate appointments, strong organizational skills, and the ability to solve problems.
Answering multiple phone line system in highly confidential environment.
Computer proficient (MS Office Suite and EMR) with the ability to type a minimum of 45 WPM.
Documentation of Hep B vaccination or proof of immunity (titer).
Documentation of proof of a negative TB test in the last 90 days before start-date.
Must show proof of current CPR certification or be CPR certified within 60 days of hire.

Demonstrated Attributes:

Exceptional interpersonal customer service skills.
Exceptional verbal and written communication skills.
Must have the ability to exercise a high degree of diplomacy and tact; excellent customer service and interpersonal communication skills; cultural sensitivity and demonstrated ability to work with diverse people groups.
Ability to work well under pressure with minimal supervision.
High attention to detail.
Must be flexible and accommodate the changing needs of the clinic.
Demonstrate an understanding of and commitment to The Vera Way by practicing its key components of mindfulness, continuous learning, a coach approach, innovation, adaptability and resilience with all members of Vera's staff, clients and patients.

Physical Demands:

Includes full range of body motion including, manual and finger dexterity and eye-hand coordination.
Requires standing, walking and sitting for extended periods of time.
Requires corrected vision, hearing and speech within normal ranges.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.