Patient Services Representative (AS II) Family Planning Auburn and Federal Way

King County   Auburn, WA   Full-time     Health Care Provider
Posted on October 1, 2021
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The Department of Public Health has an opening for a Patient Services Representative to join a vibrant, multi-disciplinary, and diverse team at our Federal Way and Auburn Family Planning Clinics in the delivery of health services to the county's most vulnerable people. 
The representative will work primarily with our Family Planning Clinic and may be cross trained to support our Maternity Support Services/WIC and Switchboard work groups as needed within South Region Public Health during same day staffing shortages and at times at other sites in order to meet business needs. This position supports a broad range of services in a busy Public Health center.
The Family Planning Program is a nationally recognized provider of sexual and reproductive health services, including birth control, pregnancy testing with options counseling and referrals, sexually transmitted infection services, and breast and cervical cancer screenings. We offer high quality, confidential care to all members of our community regardless of ability to pay.
Our clients are culturally, socially, and linguistically diverse. Applicants should be committed to working with diverse populations to provide excellent customer service to people from a broad range of cultures, communities, backgrounds, and experiences, including people experiencing homelessness and mental illnesses. This position supports and advances the Community Health Services Division's values for fair and culturally competent service delivery, innovative, effective and efficient application of resources, building a culture of performance, expanding opportunities to seek input, listen, and respond to clients.

Commitment to Equity and Social Justice:
As the only jurisdiction in the world 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.
We have 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 vulnerable communities are incorporated into our emergency planning and public outreach efforts.

Applicants should be committed to working with diverse populations throughout King County to provide excellent customer service to a broad range of cultures, in accordance with the King County Equity and Social Justice Ordinance and the King County Strategic Plan.

Job Duties

The Patient Services Representatives are the initial contact a client has when they come into or call a Public Health Center. Responsibilities include:

  • Welcoming all clients, providing exceptional customer service, which includes treating all people with respect and warmth
  • Utilizing language interpreters when appropriate to meet clients' needs
  • Identifying when triage by a healthcare professional is necessary, and quickly identifying
  • potential emergency situations
  • Registering clients, requesting financial and insurance information, verifying insurance
  • coverage, calculating fees, collecting payments, and scheduling appointments
  • Coordinating patient and information flow while maintaining patient confidentiality, and
  • complying with Federal HIPAA laws
  • During and after client visits, responsibilities include:
    •  accurately completing documentation and data information for billing in a timely fashion 
    • processing referrals for field staff
  • Making appointment reminder and outreach phone calls, making copies, faxing, and other general office and clerical duties
  • Other duties include using a variety of computer programs including: 
    • Epic (an electronic health record program)
    •  Cascades for WIC (Nutrition program for women, infants and children)
    • Microsoft Office products

Experience, Qualifications, Knowledge, Skills

  • 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 computer-savvy and able to learn to use new computer programs and technical tools quickly
  • 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
  • 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
  • Can maintain their composure under pressure
  • Are committed to working with diverse populations with cultural humility
  • Able to move up to 25 pounds in order to move boxes, retrieve health records, or replenish office supplies without reasonable accommodation

  • Washington State Driver's License
  • Ability to travel within the designated territory
  • Letter of interest
Desired qualifications: 
  • Bilingual and/or bicultural, especially in English/Spanish

Supplemental Information

Forbes recently named King County as one of Washington State's best employers. 
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. 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. 
 Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
 King County is an Equal Employment Opportunity (EEO) Employer
 No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. 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.
(New) Covid-19 Vaccination Requirement 
As of October 18, 2021, most* King County employees are required to be fully vaccinated against COVID-19.  If hired, you will be required to submit proof of vaccination by October 18th.   People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine.  Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs.  Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
 This directive applies to employees in the Executive branch*, the Assessor’s Office, Elections, the King County Sheriff’s Office, and the Executive Office.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. 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 your recruiter listed on this job announcement.
At Seattle/King County Public Health we strive to be accessible to those we serve. This position may require flexibility to accommodate different work schedules and work locations.

Who May Apply
This position is open to all qualified candidates. We are currently recruiting for two full time Term Limited Temporary (TLT) or Special Duty Assignment (SDA) positions. These positions are anticipated to last for 10 months.

Term-Limited Temporary positions are "at-will" positions but are eligible for benefits. These TLTs are currently anticipated to last until 12/30/2022. However, funding sources for this work remain uncertain and dependent upon decisions actively being made at both the federal and local levels. As a result, the end date of this position may be adjusted based on those decisions. The County and the Department continue to work to secure long term funding sources.  

These vacancies can also be filled as a Special Duty opportunity.
For Special Duty Assignment interest, you must be a Career Service, Career Service Exempt or other regular (non-temporary) employees in King County who have completed their initial County probation. You must have supervisor approval prior to taking a Special Duty Assignment.

Application Process: 
 The following items are required to be considered for this vacancy:
  • An electronic application through or (use the "Apply" link) including work history and position duties.
  • Candidates must submit a cover letter speaking to why you have interest in working with vulnerable and marginalized populations related to this body of work.
  • Responses to supplemental questions.
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.
  • The selection process may include but is not limited to: evaluation of application materials and supplemental questions, interviewing, and testing. For more information on our selection process, please refer to
  • Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
  • Staff may be required to play an active role in the event of a public health emergency, which may include changes in responsibilities, work location, and working hours.
  • Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
  • Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time.
  • Washington State Driver's License or the ability to travel to work locations with limited or no public transportation may be required for some positions. 
  • The selected candidate must pass a thorough background investigation.
  • Public Health relies on office automation (Microsoft Office) and web-based enabled tools, therefore candidates must be proficient and comfortable
Position is open until filled.
 First consideration will be given to those who apply by October 13th.

Interviews for this opportunity will be conducted on October 19th, 20th and 21st
Contact: If you have additional questions regarding this recruitment, please contact Debbie Baker, Human Resource Analyst at: 206-263-4053

Work Schedule: This position has a regular schedule of Monday through Thursday from 9:00 a.m. to 6:00 p.m. Friday from 8:00 a.m. to 5:00p.m. However, in an effort to meet our clients' needs, this position will be required to work outside these hours and may include Saturday hours.
Work Location: This position will work at the Federal Way Public Health Center, 33431 13th Pl. S, Federal Way, WA 98003 and Auburn Public Health Center located at 901 Auburn Way N, Auburn, WA 98002. However, in an effort to meet our clients' needs, this position will be required to work at various Public Health Centers and sites throughout King County.
Union Affiliation:  
This position is represented by PROTEC Union, Local 17. The bargaining unit classification for this position is Administrative Specialist II

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being.  Eligible positions receive the following benefits and have access to the following programs:

  • Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
  • Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
  • Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
  • Transportation program and ORCA transit pass
  • 10 paid holidays each year (plus 2 personal holidays)
  • Generous vacation and paid sick leave
  • Paid parental leave, family and medical leaves, and volunteer leave
  • Flexible Spending Account
  • Wellness programs
  • Onsite gyms and activity centers
  • Employee giving program
  • Employee assistance programs
  • Flexible schedules and telecommuting options, depending on position
  • Training and career development programs
For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page.

This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy.  If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.  Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE:  Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

Please describe your training and/or experience in a position requiring significant public contact where you were responsible for providing detailed information over the phone or in person. This would include determining whether calls should be referred to someone else, as well as exchanging, correcting and verifying information received from members of the public quickly and efficiently.
Do you have experience working with diverse populations, such as individuals of different ages, races, ethnic groups or who speak limited English?
  • Yes
  • No
If you answered yes to the previous question, please provide an example, including strategies you have used successfully.
Describe how you have developed your customer service skills in the work environment – As part of your answer, please include how you gained the ability to build and maintain effective relationships to ensure customer satisfaction, as well as when and where you gained this ability.
Do you have experience with the EPIC electronic health records system?
  • Yes
  • No
If you answered yes to the previous question, please describe how you gained that experience and include details on what job position you worked in while using EPIC.
Do you have experience with any other electronic health records system?
  • Yes
  • No
If yes, please name the system or systems and describe in what capacity you use it at your current/former job (for example: check-in or checkout desk; appointment scheduling).
Please select software programs for which you are proficient: (Check all that apply).
  • Microsoft Outlook
  • Microsoft Excel
  • Microsoft Word
  • None of the above
Are you bilingual in English and Spanish? Candidates who answer "yes" to this question will be tested on this skill.
  • Yes
  • No
The Family Planning program provides pregnancy testing and options counseling, including referrals for abortion, adoption, and continued pregnancy and parenting. Are you willing to assist patients by scheduling pregnancy testing and options counseling appointments?
  • Yes
  • No
Describe ways you would both model and encourage trauma informed practice?
Give an example of your work in racial equity and social justice. Share what you have learned and how you have applied this into your work.
Are you applying to this position as an eligible Current or Previous King County Employee Priority Placement Program Participant AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff AND Do you possess the skills and abilities to qualify for this position?
  • Yes, I was given a layoff notice from my role at King County AND I am within two years of the effective date of my layoff. AND The position I was laid off from was the same or a higher percentage of FT status when compared to this one.
  • No.
If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff

Required Question