Patient Services Representative Auburn Public Health Center
- Summary
Public Health- Seattle & King County values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, and veterans.
The Department of Public Health has an opening for a Spanish/Bilingual Patient Services Representative to join a vibrant, multi-disciplinary, and diverse team at our Auburn Public Health Center in the delivery of health services to the county's most vulnerable people.
This is a full time Career Service position. 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.
Who We Are: Together, we're changing the way government delivers service and winning national recognition as a model of excellence. We continue to build on an enduring legacy of shared values of equity and social justice, employee engagement, innovative thinking and continuous improvement.
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. All of these qualities make King County one of the nation's best places to live, work and play.
The selected candidate will integrate King County's Equity and Social Justice principles into the daily functions of this position. To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx.
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.
Please Note: Interviews for this position will start the week of September 7, 2020.
Work Location: This position will primarily work at the Auburn Public Health Center located at901 Auburn Way N, Auburn, WA 98002. However, in an effort to meet our clients' needs, this position may be required to work at various Public Health Centers and sites throughout King County.
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 5:00 p.m. However, in an effort to meet our clients' needs, this position may be required to work outside these hours and may include Saturday hours.
Contact: If you have additional questions regarding this recruitment, please contact Debbie Baker, Human Resource Analyst at 206-263-4053. debbaker@kingcounty.gov
Application Process:
The following items are required to be considered for this vacancy:- Completed application. (Online applications are preferred. However, if you cannot apply online, go to www.kingcounty.gov/jobs for other options.)
- Responses to supplemental questions.
Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted.
- 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
We are looking for candidates who:
- 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 20 pounds in order to move boxes, retrieve health records, or replenish office supplies.
Desired qualifications: Fluent in multiple languages in addition to Spanish and English
Requirements:
- Fluency in Spanish and English
- Washington State Driver's License
- Ability to travel within the designated territory
NECESSARY SPECIAL REQUIREMENTS:
- 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.
- Supplemental Information
The selection process may include but is not limited to:
- Evaluation of application materials and supplemental questions
- Interviewing
- References
For more information on our selection process, please refer to http://www.kingcounty.gov/healthservices/health/jobs.aspx
- Your application materials must validate your answers to the supplemental questions. If your answers cannot be validated, you will not proceed to the next steps of the process.
- You must fill out the application with your relevant education and work experience. Your application may be rejected as incomplete if you include relevant information only on the resume or cover letter, or if you reference "see resume" on your application.
- 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
- Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
- This position is eligible for 2.5% bi-lingual premium pay
- Staff may be required to play an active role in the event of a public health emergency, which may include changes in responsibilities and working hours.
- The selected candidate will be required to pass a thorough background check. Records are not automatically disqualifying.
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
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.
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01Please 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.02*Do you have experience working with diverse populations, such as individuals of different ages, races, ethnic groups or who speak limited English?
- Yes
- No
03*If you answered yes to the previous question, please provide an example, including strategies you have used successfully.04*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.05*Do you have experience with the EPIC electronic health records system?- Yes
- No
06*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.07*Do you have experience with any other electronic health records system?- Yes
- No
08*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).09*Please select software programs for which you are proficient:- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- None of the above
10Are you bilingual in English and Spanish? Candidates who answer "yes" to this question will be tested on this skill.- Yes
- No
11*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
12*Describe ways you would both model and encourage trauma informed practice?13*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.Required Question