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
• 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, and access to operational support services and clinical resources. The role ensures a high level of customer service consistent with Confluence Health's vision, mission, goals, and service standards. The ideal candidate will possess strong problem-solving abilities, empathy and patience in dealing with patients, teamwork and collaboration skills, and attention to detail and accuracy.

Position Reports To: Clinic Patient Access & SWBD Supervisor

1. Answer inbound calls promptly and professionally, routing them appropriately.

2. Schedule and cancel appointments based on need and patient requests, following system and clinic guidelines. Communicate appointment details, required preparations, and necessary paperwork to ensure on-time arrival and preparedness.

3. Review and confirm appointment details with callers, update patient demographics in Epic, and encourage MyChart enrollment. Inform patients of items to bring to appointments.

4. Act as a liaison between patients and their care teams.

5. Assist patients with medication refills, including identifying the need for new prescriptions, instructing patients on next steps, contacting pharmacies, and creating refill requests.

6. Learn and apply de-escalation techniques.

7. Relay clerical and clinical messages from patients, family members, and healthcare professionals to administrative and provider staff with clear spelling and grammar.

8. Identify emergent and crisis situations, gather necessary information, and use critical thinking to determine appropriate next steps, coordinating with provider staff as needed.

9. Assist patients through the Confluence Health system by coordinating with the Wenatchee Clinic Patient Access Center Nurse Telephone Triage - RNs and connecting patients with appropriate staff and 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.

Required:

• High School diploma or equivalent (GED).
• Experience in healthcare, call center, or customer service fields.
• 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.

Desired:

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

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

• 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.

• FLSA: Non-exempt
• Hourly/Salary: Hourly

• 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