Patient Services Representative (Administrative Specialist II)

Position Summary

The Community Health Services Division of Public Health- Seattle & King County is seeking a Float Pool Patient Services Representative (Administrative Specialist II) to join our dynamic, multidisciplinary, and diverse team, in the delivery of health services to the County's most vulnerable people. We provide family health, pediatrics, parent-child health, dental, teen clinic, health insurance enrollment services and ORCA Lift. We serve a diverse low-income population including people who are experiencing homelessness, recent immigrants and refugees, people with complex health conditions, and people with limited English proficiency. We are mission critical employees and are dedicated to showing up and providing the best care under any and all circumstances. 

This position is critical as it supports a broad range of healthcare services in a fast-paced public health environment that are utilized by economically, socially, and culturally diverse populations. The successful candidate must have excellent and reliable attendance, stellar customer service skills in-person and over the telephone (discretion, patience, etiquette professionalism) and must be an independent self-starter with excellent time management and organizational skills. The candidate must be able to work with supervisors and colleagues to develop and promote a team-centered atmosphere to facilitate operations which are efficient and provide maximum service delivery to clients.

Temporary Opportunity. Term-Limited Temporary (TLT) positions are “at will” positions but are eligible for benefits. This TLT is currently anticipated to last one year. One factor that could effect the end date of the position is an unanticipated change in funding.

This vacancy can also be filled as a Special Duty opportunity. Special Duty Assignments are open to Career Service, Career Service Exempt or other regular (non-temporary) employee in King County who has completed their initial County probation. You must have supervisor approval prior to taking a Special Duty Assignment.

Note: This posting will create a list of qualified candidates that may be considered for selection of additional vacancies of the same position type over the next 6 months.

Commitment To Equity and Social Justice

Named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.

The county government has a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from all communities are incorporated into our emergency planning and public outreach efforts.

We recognize that structural racism consists of principles and practices that cause and justify an inequitable distribution of rights, opportunities, and experiences across racial groups. Since declaring Racism is a Public Health Crisis in June 2020, King County and Public Health committed to being intentionally anti-racist and accountable to Black, Indigenous and People of Color communities.

To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx

Work Schedule

Monday through Friday 8:00 am to 5:00 pm, 40 hours per week. FLSA Non-Exempt and overtime eligible.

Work Location 

Based out of the Eastgate Public Health Center 14350 SE Eastgate Way, Bellevue, WA 98007 but will float to various Public Health Centers throughout King County.

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. 

• This is a patient facing position that takes place at the Front Desk.
• Using the EPIC Electronic Medical Record, fully register and pre-register patients
•  Schedule patient visits by determining the appropriate provider and program.
• Arrive and check-in patients for appointments, check out and cancel patient appointments
• Verify insurance coverage and correct patient assignment for those with managed care plans
• Explain fee for service and sliding fee schedule to patients
• Process cash and credit card payments
• Make reminder calls per clinic standard
• This position will involve active learning and cross-training and will work to support all PH programs
•  Provide program-specific information to internal and/or external customers over the phone and in person
• Maintain client record security and confidentiality
• Maintain cleanliness of workstation, front desk and waiting room
• Answer incoming calls; including logging into the response group to back-up call center calls as needed
• Other administrative duties as assigned
  

Minimum Qualifications:

• Experience in front-desk support in a healthcare setting 
• Experience working with patients in a customer service setting
• Experience scheduling and performing registration in Epic EHR 
• Ability to travel within the county, sometimes in the middle of the day, to fill staffing shortages
• Are computer-savvy and able to learn to use new computer programs and technical tools quickly.
• Experience with Microsoft Word, Excel and Outlook
• Commit to providing exceptional customer service with compassion and patience, are approachable, are effective listeners, and will enjoy working with people from a variety of cultures, communities, backgrounds and experiences
• Are action-oriented and able to quickly prioritize, use time effectively and efficiently, are skilled at identifying and eliminating barriers, and are willing to ask for help to accomplish tasks
• Are adaptive, analytical thinkers and able to look at processes with a lens for potential improvements and added efficiencies.
• Enjoy working with a team, are cooperative, encourage collaboration, and can work with teammates to find collectively beneficial solutions
• Maintain confidentiality of client information
• Know their strengths and weaknesses, seek feedback, will admit their mistakes, and quickly learn from them 
• Are able to maintain their composure under pressure are able to travel to other public health site sometimes with short notice

Desired Qualifications:

• Bilingual candidates encouraged to apply
• Any equivalent combination of experience and education which provides the applicant with the desired skills, knowledge and ability required to perform the work.

Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Application Process

If you are interested in pursuing this position and supporting King County’s vision for unified, equitable, and high-performing government, please follow the application instructions carefully. Provide us with your work history as applicable, ensuring that you provide details that highlight your ability to fulfill the requirements for this position.

If you need this announcement in an alternate language or format, or you would like to request accommodation or assistance in the application or assessment process, please contact Catherine Fitzpatrick here.

King County's Vision, Mission, and ACTIVATE Values unite us.

King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability. We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact. As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve. Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust. Learn more about our Vision, Mission, and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex, race, color, national origin, ethnicity, religious affiliation, disability, sexual orientation, gender identity or expression, age except by minimum age and retirement provisions, pregnancy, status as a family caregiver, parental status, marital status, military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the person's sexual orientation or gender identity or expression, citizenship or immigration status, genetic information, or other protected class. However, to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law, regulation, or government contract, it is not an unfair practice.

Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

Who May Apply

The following items are required to be considered for this vacancy:

• NEOGOV Job Application (The responses on your job application should be thorough and complete and will be used in the screening process)
• Supplemental Questions (The responses to the supplemental questions should be thorough and complete and will be used in the screening process)

(Please note: Cover letters, resumes, and additional attachments will not be reviewed as part of the evaluation process if not outlined as a required application material as outlined above).

Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted.

Necessary Special Requirements

• The selection process may include evaluation of application materials and supplemental questions, interviewing, and testing. You must completely fill out the application with your relevant education and work experience.
• The selected candidate must be able to pass a thorough background investigation, but findings may not necessarily disqualify an applicant for employment.
• For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring. For tips on interviewing, please visit https://www.kingcounty.gov/~/media/audience/employees/learning-and-development/Interview_Tips.ashx?la=en. 
• Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
• Public Health relies on office automation (Microsoft Office) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.
• Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time and obtaining required immunizations.
• Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
• When Public Health responds to an emergency, and in accordance with relevant CLA language and/or KC policy and procedures, we may assign duties outside your regular job description. This may involve responding at any time, including nights and weekends, with possible deployment to locations other than the department. 
• If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.

Union Membership represented by PROTEC17 labor union.