Healthcare Call Center Representative

Overview

Kinwell Health is a primary care network focused on personalized, whole-hearted care. The Healthcare Call Center Representative serves as a key point of contact for new and existing patients, providing exceptional customer service by answering calls, scheduling appointments, managing inquiries, and supporting patient access to healthcare services.

• Respond to incoming calls and messages from patients, addressing questions related to appointments, services, billing, and general inquiries.
• Communicate clearly, compassionately, and respectfully with each patient to ensure a positive experience.
• Achieve daily inbound call goals aligned with call volume demands.
• Schedule, reschedule, and confirm patient appointments efficiently, ensuring alignment with clinic availability and patient preferences.
• Coordinate with clinic staff to ensure timely patient inquiry follow‑up and update patients promptly if changes are required.
• Verify insurance information and patient records for accuracy, notifying patients of required pre‑visit requirements.
• Enter patient information accurately into electronic medical records (EMR) systems, maintaining confidentiality and adhering to HIPAA regulations.
• Manage patient files, notes, and communication logs to support seamless care coordination.
• Provide general administrative support to the clinic, assisting with patient referrals, follow‑up calls, co‑pay collection, and other tasks as needed.
• As needed, manage patient check‑in and check‑out and scan medical records.
• Communicate regularly with clinic staff to maintain up‑to‑date information on clinic operations, resources, and policies.
• Assist in developing improved communication processes to streamline patient services.

• High school diploma or equivalent.
• One year of customer service experience in a call center, medical office setting, or equivalent experience.
• Proficiency in Microsoft Office Suite.
• Understanding of healthcare customer service best practices, HIPAA regulations, and medical terminology.
• Strong verbal and written communication skills, active listening, problem‑solving abilities, and proficiency in using healthcare‑related software.
• Ability to manage high volumes of calls efficiently, maintain a calm and empathetic demeanor, work independently, and adapt to a fast‑paced environment.
• Associate’s degree in healthcare administration, customer service, or a related field (preferred).
• Two years of experience in a medical call center or similar environment (preferred).
• Knowledge of medical terminology and healthcare insurance processes (preferred).
• Experience using EPIC (preferred).

The role will work on‑site at one of the following clinics:
Ballard (Seattle), Redmond, Wenatchee, North Country Homes (Spokane), or Spokane Valley.

Work is primarily performed in an office setting within a healthcare organization, which may include proximity to patient care areas. The work environment is generally quiet, but may involve some interruptions, high‑paced demands, and interactions with various departments.

This is a primarily sedentary role with prolonged periods of sitting at a desk and working on a computer. Ability to lift or carry items weighing up to 25 pounds; occasionally may need to bend, stoop, or reach to retrieve items. Ability to use a keyboard and computer for extended periods and communicate clearly in person and over the telephone. Manual dexterity for data entry and use of office equipment.

Kinwell Health currently requires all teammates to provide proof of or complete a written attestation of a religious or medical exemption for influenza and Hepatitis B vaccines. Healthcare providers may also be subject to CDC recommended vaccines.

Kinwell provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status. Applicants with disabilities may be entitled to reasonable accommodations under the terms of the Americans with Disabilities Act and certain state or local laws.

National Plus Salary Range: $47,400.00 – $71,100.00 (used in higher cost of labor markets including Western Washington and Alaska).

• Paid Time Off & Paid Holidays
• Medical/Vision/Dental Insurance
• Personal Funding Accounts (HSA, FSA, DCA)
• 401(k)
• Basic Life Insurance
• Disability – Short Term and Long Term
• Supplemental Life and ADD&D
• Tuition Reimbursement for qualifying programs
• Employee Assistance

To request accommodation or for more information, contact Talent Acquisition at