Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.

Employees of Confluence Health receive a wide range of benefits in addition to compensation.

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts & Health Saving Accounts
• CH Wellness Program
• Paid Time Off
• Generous Retirement Plans
• Life Insurance
• Long-Term Disability
• Gym Membership Discount
• Tuition Reimbursement
• Employee Assistance Program
• Adoption Assistance
• Shift Differential

For more information on our Benefits & Perks, click here!

This position represents Confluence Health during initial telephone, MyChart and other means of contact by providing patients with appointments, medication refills, information assistance accessing operation support services and clinical resources. This position provides a high level of customer service in a manner consistent with Confluence Health's vision, mission, goals and service standards.

Position Reports To : Clinic Patient Access & SWBD Supervisor

1. Answers inbound calls on the 1st ring in a professional and polite manner and routes calls appropriately.
2. Schedules and cancels appointments based on need, patient request and in accordance with system and clinic guidelines, all while communicating appointment details and any required preparation, along with necessary paperwork, to facilitate on time arrival and appointment preparedness.
3. Schedule appointment correctly - review appointment date, time, location, insurance, and provider name with the caller. Updates patient demographics in Epic if necessary, including address, phone number, insurance info. Asks caller to enroll in MyChart and sends email for enrollment. Inform caller of items to bring to appointment, (including insurance card, medications, office visit deposit/fee, and verification of income - if applicable).
4. Act as a liaison for the patients and the patients care team.
5. Assists patients with medication refills. Including identifying if a patient is due for a new prescription, instructing patients on their next step, contacting pharmacies on behalf of patients, and create refill requests and send them to the appropriate staff.
6. Learn and put into practice de-escalation techniques.
7. Relay clerical and clinical patient related messages from patients, family members, and other healthcare professionals to administrative and provider staff within the patient's chart with clear spelling and grammar.
8. Ability to identify emergent and crisis caller situations. Remain focused and engaged while gathering necessary information and use critical thinking to determine the proper next steps for callers that may or may not have homicidal or suicidal thoughts/plans and coordinate with provider staff.
9. Assists all patients through the Confluence Health system by acting as a patient advocate to coordinate with the Wenatchee Clinic Patient Access Center Nurse Telephone Triage - RN's to navigate patient care by connecting patients with appropriate Confluence Health Staff and/or EMS resources.
10. May be cross trained to handle Switchboard staff duties and shifts.
11. Other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Being fully vaccinated against COVID-19 is an essential requirement of working at Confluence Health. Religious and medical exemptions will be considered upon request.

Required:

• High School diploma or equivalent (GED).
• Experience working in a healthcare, call center or customer service field.
• Ability to work in a fast paced and constantly changing environment with developed customer service principles and practices. Excellent interpersonal and communication (oral and written) skills.
• Excellent data entry, numeric, typing and computer navigational skills. Use of proper grammar and spelling necessary.

Desired:

• Experience working with computerized systems.
• Knowledge of Medical Terminology.

O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.