Role Description Our Service Center Representatives are responsible for providing an excellent client experience by meeting client needs regarding financial and service inquiries from our phone channel. - Serve as the first point of contact for Tier 1 support issues and service requests for our clients and make sound decisions quickly. - Be a friendly voice/representative of First Bank, analyzing client requests, setting appropriate expectations and forwarding them to specialized Service Representative experts (Tier-2 and above) if needed. - Be resourceful in searching for answers through documentation, knowledge base, communities and provide informational request resolutions. - Contributing to the accomplishment of individual, team and First Bank performance goals. - Learn internal systems, processes and master quality service standards. - Make connections with First Bank team members with whom you will be interacting most frequently. Qualifications - High school diploma or general education degree (GED) required. - A minimum of 1 year client service experience and/or training; or equivalent combination of education and experience. - Previous contact call center experience preferred. - Intermediate to advanced comprehensive knowledge and experience with Microsoft Office and business-related software required. Compensation Disclosure The range for this role takes into account many factors that First Bank considers when making hiring decisions, including but not limited to prior experience, skill set, training, and other internal business and organizational factors. First Bank generally does not hire at or near the top of the stated range. The range is driven by the geographic location of the anticipated hiring location; however, the specific range may vary depending on the geographic location for remote positions. Compensation decisions depend on the specific facts and circumstances of each hiring instance. A reasonable estimate of the current pay range is $15.50 - $19.00.

Role Description The Patient Benefits Representative, under general supervision, is responsible for educating patients on insurance coverage and benefits. Key responsibilities include: - Obtaining insurance coverage information and demographics prior to patient treatment. - Educating patients on insurance coverage, benefits, co-pays, deductibles, and out-of-pocket expenses. - Assessing patients' ability to meet expenses and discussing payment arrangements. - Educating patients on financial assistance programs and providing assistance with completing forms. - Completing Patient Cost Estimate forms based on diagnosis, estimated insurance coverage, and financial assistance. - Completing appropriate reimbursement and liability forms for patient review and signature. - Obtaining insurance pre-authorization or referral approval codes from Clinical Reviewer prior to treatment. - Reviewing patient account balances and notifying the front desk of patients to meet with. - Ensuring patient co-pay amounts are correctly entered into the system. - Verifying and updating demographics and insurance coverage at each patient visit according to Standard Operating Procedures (SOPs). - Staying current on available financial aid and developing professional relationships with financial aid providers. - Adhering to confidentiality, state, federal, and HIPAA laws and guidelines regarding patient records. - Maintaining updated manuals, logs, forms, and documentation. - Performing additional duties as requested. Qualifications - High school diploma or equivalent required. - Minimum three (3) years patient pre-services coordinator or equivalent required. - Proficiency with computer systems and Microsoft Office (Word and Excel) required. - Demonstrated knowledge of CPT coding and HCPCS coding application. - Ability to verbally communicate clearly and utilize appropriate terminology. - Must successfully complete required e-learning courses within 90 days of occupying the position. - Associates degree in Finance, Business or four years revenue cycle experience preferred (for Level Sr). - Minimum three (3) years pre-services coordinator experience and two (2) years of patient benefits experience required (for Level Sr). - Demonstrated knowledge and appropriate application of insurance coverage benefits and terminology (for Level Sr). Requirements - Uses Technical and Functional Experience: Possesses up-to-date knowledge of the profession and industry; regarded as an expert in the technical/functional area. - Demonstrates Adaptability: Handles day-to-day work challenges confidently; adjusts to multiple demands and shifting priorities. - Uses Sound Judgment: Makes timely, cost-effective, and sound decisions under conditions of uncertainty. - Shows Work Commitment: Sets high standards of performance; pursues aggressive goals efficiently. - Commits to Quality: Emphasizes the need to deliver quality products and services; manages quality and improves efficiencies. Physical Demands - Requires presence at the employee site during regularly scheduled business hours. - Regularly requires sitting or standing and talking or hearing. - Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. - Requires standing and walking for extensive periods of time. - Occasionally lifts and carries items weighing up to 40 lbs. - Requires corrected vision and hearing to normal range. Work Environment - May include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations, and other conditions common to an oncology/hematology clinic environment. - Involves in-person interaction with co-workers and management and/or clients. - May require minimal travel by automobile to office sites.

Title: Call Center Representative Location: Edmonds, Washington, United States Department: Call Center Job Description: Where You’ll Work Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region. While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that include: - Health/dental/vision - FSA and HSA spending accounts - 2 retirement plans - Paid vacation and sick time - Adoption assistance - Wellness program Just as Virginia Mason is dedicated to improving the lives of our patients and our community, we are equally dedicated to your professional and personal success. With a wide range of perks that includes a comprehensive compensation and benefits package, and the opportunity to live in one of the most livable cities in the nation, you will find that an opportunity with Team Medicine is one worth taking. Job Summary and Responsibilities This position has the option to work remote after a 4-week minimum onsite training at the Edmonds Call Center in Edmonds, WA. The Call Center hours are Monday - Saturday 7:00am - 6:00pm and candidates must be available during these hours. Please Note: One application is sufficient, we ask that you do not apply to multiple of the Call Center Representative jobs. As our Patient Services Representative, you will help our patients and their families by providing essential operational support and scheduling services, so they can easily access the care they need with a seamless and positive experience. Every day you will represent VMMC during initial phone contact, answering incoming requests and assisting patients based on their individual needs. You will be expected to schedule, cancel, and reschedule patient appointments by assessing callers' specific needs through probing questions, while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service. You will also communicate efficiently and effectively, both written and verbally, with the clinical care team on behalf of the patient. To be successful in this role, you must demonstrate a high level of customer service consistent with VMMC's mission, goals, and service standards, and possess exceptional communication and organizational skills. "We deliver inspired people to do meaningful work." Job Requirements - 6 months of office and/or call center, customer service or healthcare experience - Familiarity with medical terminology and proficient in Microsoft Office products - Previous call center or health care or customer service experience preferred - Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail - Ability to problem solve and multi-task; keep confidences; knowledge of scheduling parameters, insurance concepts and patient registration software - Knowledge of VMMC system and providers is necessary to efficiently schedule appointments and answer questions - Ability to meet and exceed service components of this position; knowledge of how to handle calls that are emergent in nature - Proven computer skills (accessing and navigation of websites with the ability to copy and paste information and basic keyboarding) - Demonstrated basic telephone skills (transfer, conference, placing a patient on hold) - Excel in a team based environment with a positive attitude; comfortable with ambiguity and the ability to be flexible We are an equal opportunity/affirmative action employer.

Role Description The Referral and Authorization Specialist II is responsible for ensuring patients have been authorized for specialty services and office visits; obtaining and issuing referrals for ancillary or consult visits; obtaining approval for all services needed. Acts as a liaison between the patient, provider/referring provider, primary care provider, and other parties involved in the plan of care. - Schedules and coordinates diagnostic testing and understands and communicates required preparation for diagnostic tests/procedures. - May act as escalation point for authorization denials. - May additionally coordinate operating/procedure rooms, equipment, anesthesia, pre-op and imaging, authorizations and physician schedules for surgery. - Resolves pre-certification, registration and case-related concerns prior to a patient's appointment, interacting with patients, insurance carriers, and various internal departments. - Completes the referral process for a patient's specialty referral needs, including checking insurance coverage, sending approval and receiving confirmation, scheduling appointments, and notifying patients of progress. - Completes full registration in Cerner Revenue Cycle when registering new patients, ensuring all patient information is updated/current. - Verifies insurance eligibility and benefits as appropriate for proposed services and procedures. - Uses Cerner EMR systems according to policy & procedures, including patient registration, scheduling appointments, template oversight (as applicable), printing forms and schedules, and posting payments and charge reconciliation. - Reports any systems issues timely, while effectively utilizing downtime procedures as needed. - Ensures co-pays are collected via cash, check, or credit card transactions, and prepares deposits/batches according to DHMG YRMG policies. - Assists with connection center phone lines on an as-needed basis, displaying courtesy & professionalism at all times. Qualifications - High School Graduate or GED - Minimum of two (2) years experience in a medical office or other healthcare environment - Basic Computer skills, Excel, Outlook, Windows based programs - Basic Computer Hardware skills, setting up minimal workstations Requirements - Experience with Cerner Powerchart and Revenue Cycle EMR Applications (Preferred) - Previous experience with referral processing and authorizations (Preferred) - Certified Medical Assistant AAMA (Preferred) - Certified Clinical Medical Assistant (Preferred) - Bi-lingual (Preferred)