The posting
Salary Range
$18.91 - $29.59 Overview
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.
Full Time Employees of Confluence Health receive a wide range of benefits in addition to compensation.
- Medical, Dental & Vision Insurance
- Flexible Spending Accounts & Health Saving Accounts
- Paid Time Off
- Generous Retirement Plans
- Life Insurance
- Long-Term Disability
- Tuition Reimbursement
- Employee Assistance Program
- Adoption Assistance
- Shift Differential
For more information on our Benefits & Perks, click here!
Summary
This role serves as a primary point of contact for Confluence Health, supporting patients with specialty appointment scheduling, medication refills, information requests, and access to clinical and operational resources through telephone, MyChart, and other communication methods. The position supports specialty departments and requires familiarity with department-specific procedures and workflows. Responsibilities also include coordinating multiple providers' procedure and clinic schedules, ensuring accuracy and efficiency in appointment management. The role is committed to delivering exceptional customer service in alignment with Confluence Health's vision, mission, goals, and service standards. The ideal candidate will demonstrate strong problem-solving skills, empathy, patience, teamwork, collaboration, and meticulous attention to detail and accuracy.
Position Reports To: Clinic Patient Access & SWBD Supervisor
Essential Functions
- Serve as the first point of contact for patients seeking specialty care, providing courteous and efficient service via in-bound telephone calls, MyChart, and other communication platforms.
- Schedule and cancel specialty appointments, resources, and procedures (excluding surgeries) in accordance with department-specific workflows and clinical guidelines.
- Ensure patients are scheduled in the correct location for the appropriate procedure, coordinating with departments as needed.
- Communicate appointment details, preparation instructions, and required documentation to patients to support timely and successful visits.
- Update and verify patient demographics in Epic; promote and assist with MyChart enrollment.
- Act as a liaison between patients and clinical teams, relaying messages and coordinating follow-up actions.
- Support medication refill processes by identifying needs, contacting pharmacies, and submitting refill requests through appropriate channels.
- Apply de-escalation techniques and critical thinking to manage patient concerns, including identifying and escalating emergent or crisis situations.
- Balance provider schedules by assigning patients based on availability and patient preference, ensuring equitable distribution of appointments.
- Review referral documentation and coordinate with clinical teams to ensure all necessary information is obtained and documented in Epic prior to scheduling.
- Maintain accurate and timely documentation of all scheduling activities and patient interactions.
- Exercise independent judgment in triaging patient concerns, determining appropriate scheduling pathways, and escalating clinical issues when necessary.
- Other duties as assigned.
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
Qualifications
Required:
- High School Diploma or equivalent.
- Minimum of 1 year experience in a medical office or clinical support setting, demonstrating familiarity with patient interaction and administrative processes.
- 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.
- Proficiency in data entry, numeric typing, and computer navigation. Proper grammar and spelling are essential.
- Knowledge of standard office equipment and technology, including telephones, computers, printers, copiers, and fax machines.
- Ability to manage complex scheduling workflows across multiple specialty departments, each with unique procedural protocols, documentation standards, and patient care pathways.
Desired:
- Medical terminology course.
- Demonstrated understanding of specialty clinic workflows, including referral coordination, insurance authorization procedures, and scheduling protocols across multiple departments.
Physical/Sensory Demands
O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.
Physical/Sensory Demands For This Position:
- Walking - O
- Sitting/Standing - C
- Reaching: Shoulder Height - O
- Reaching: Above shoulder height - O
- Reaching: Below shoulder height - O
- Climbing - O
- Pulling/Pushing: 25 pounds or less - O
- Pulling/Pushing: 25 pounds to 50 pounds - O
- Pulling/Pushing: Over 50 pounds - O
- Lifting: 25 pounds or less - O
- Lifting: 25 pounds to 50 pounds - O
- Lifting: Over 50 pounds - O
- Carrying: 25 pounds or less - O
- Carrying: 25 pounds to 50 pounds - O
- Carrying: Over 50 pounds - O
- Crawling/Kneeling - O
- Bending/Stooping/Crouching - O
- Twisting/Turning - O
- Repetitive Movement - C
Working Conditions:
- Office setting with co-workers, seated in a cubicle, interacting with patients and clinical staff via telephone, MyChart, and other acceptable contact methods.
Job Classification:
- FLSA: Non-Exempt
- Hourly/Salary: Hourly
Physical Exposures For This Position:
- Unprotected Heights - No
- Heat - No
- Cold - No
- Mechanical Hazards - No
- Hazardous Substances - No
- Blood Borne Pathogens Exposure Potential - No
- Lighting - No
- Noise - Yes
- Ionizing/Non-Ionizing Radiation - No
- Infectious Diseases - No
