Patient Services Representative - MCC

Patient Services Representative - MCC

Salary

$4,496.00 - $5,990.00 Monthly

Location

Snohomish County - Monroe, WA

Job Type

Project (limited duration)

Job Number

HS-MCC-2026-01970

Department

Dept. of Corrections

Division

HS - MCC

Opening Date

07/01/2026

Closing Date

7/13/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

Description

The Department of Corrections is seeking a highly motivated and qualified Patient Services Representative (PSR) for the Monroe Correctional Complex located in Monroe, WA.

Under the supervision of the Health Services Patient Services Supervisor, the Patient Services Representative supports providing quality on-site and off-site health care services to patients, consistent with the provisions of the WA DOC Health Plan. The PSR will work collaboratively with the clinical providers and transport team utilizing the established CRC Process and Scheduling Process and guidelines. The PSR will cross-train to serve as backup for other PSR staff as needed and will support adherence to DOC Policy.

A COMPLETED APPLICATION PACKET WILL INCLUDE:

• A detailed resume
• A cover letter
• Three professional references

Application assessment will be ongoing, the hiring authority reserves the right to offer the position at any time during the recruitment process. It's the applicants advantage to apply as early as possible. This recruitment could be used to fill multiple permanent or non-permanent positions.

Duties

Appointment Scheduling following the Scheduler Training Document process.

Tasks for off-site scheduling include:

• Processing Authorized/denied CRC consults after HQ has updated.
• Calling and scheduling patient appointments with offsite providers.
• Requesting an appropriately licensed staff (RN, LPN, or Provider) complete and/or sign appropriate paperwork requested by the provider for an offsite appointment.
• Placing medical holds on patients when appropriate.
• Checking patients' separatees and STGs to ensure patients are scheduled accordingly.
• Preparing offsite trip packets for offsite trips.
• Requesting consultation paperwork from offsite providers when necessary.
• Filling out the completion section of the consult, documenting receipt of offsite consultant paperwork and or consult forms printed from OMNI-HS.
• Closing consult.
• Tracking all ER trip-out orders.
• Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Reschedule canceled appointments for the next available appointment.

Tasks for on-site scheduling include:

• Scheduling onsite medical, dental, nursing, and Mental Health/Psychiatry appointments in OMNI-HS as the position requires.
• When scheduling Mental Health appointments will ensure patients are scheduled within 30 days of arrival.

On-site and off-site scheduling duties include the following:

• Ensuring the appointments entered in OMNI-HS correspond with provider/practitioner staff schedules.
• Canceling and rescheduling appointments as needed utilizing the Cancellation List provided Headquarters.
• Coordinating with other schedulers to submit a daily 'confidential' to generate a daily call-out sheet and submit it daily by the 0800 deadlines.
• Meeting and adhering to all scheduling deadlines.
• Answering kites submitted by patients regarding scheduling appointments.
• Answering phone calls and e-mails from staff concerning urgent issues.
• Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Rescheduling canceled appointments for the next available appointment.
• Adhering to patient confidentiality throughout the scheduling process.

On-site and off-site schedulers will update and maintain Scheduler Queue/Appointment database, and create CRC Reports, and D3 lists.

• When backing up the dental scheduler will update and maintain D3 lists as needed.

• Creating CRC approval/denial notifications and forwarding them to patients.

• Creating Consult Request Reports and CRC Reports.

• Maintaining scheduler queue and appointment database.

• Ensuring shell appointments are scheduled by appointment Target Date established in OMNI-HS. This should be done daily.

• Following up with providers on appointments that are not resolved on or by the actual appointment date. This should be done daily.

• Investigating medical appointment that are not resolved.

• Deleting only those appointments that are created for movement purposes only, i.e., diabetic line.

On-site and off-site schedulers will ensure Communication with Custody regarding movement of patients for medical purposes.

• Coordinating for escorts and interpreters.
• Adhering to custody and security operating procedures when scheduling around gate/movement times.
• Coordinating and communicating with custody to ensure a safe and secure environment.
• Checking patients' separatees and STGs to ensure patients are scheduled accordingly.

Other office duties as assigned.

• Researching co-payment refund request from offender-patients.
• Updating the monthly calendar/schedule to reflect approved leave for providers, adjusting/rescheduling patients as necessary.
• Responding to staff emails that request scheduling information or changes.
• Attending staff meetings with the HS unit scheduling team and supervisor.
• Participating in Coordinated Quality Improvement Program (CQIP), CQIP presentations (D3's & No Shows), tracking/reporting, research.
• Participating in accountability drills, Place Safety Musters, table top emergency drills, training, etc.
• Answering multi-line phones and soft phone. Utilizing E-fax. Responding to all messages in a timely fashion.
• Maintaining current desk reference manual.

Qualifications

Required Qualifications:

• High School Diploma or equivalent.
• Ability to deal with problems and conflicts in a rational and professional manner.
• Experience working in an office or customer service position in a healthcare/services environment; use and knowledge of medical terminology.
• Ability to interpret policies and procedures, written and verbal communication.
• Proficiency in computer applications including Outlook, Word, Excel, and Access; advanced typing and computer software application skills.
• Requires bending, reaching, pulling health records from shelves at all levels, lifting crates of health records and pushing carts.
• Requires working in an open cubicle environment.
• Requires work in multiple correctional facilities resulting in close proximity to incarcerated individuals.

Preferred/Desired Qualifications:

• Two years of general office experience or experience working in an office or customer service position in a healthcare/services environment; knowledge and understanding of and experience using medical terminology as part of employment or education.
• OR - Equivalent education/experience.

Supplemental Information

Mission: The mission of DOC is to improve public safety by positively changing lives.

Our Vision: Working together for safer communities.

Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.

Our Core Values:

• Cultivate an environment of integrity and trust: Corrections values partnership and trust. We foster openness and support courageous conversations. We are committed to doing what we say we are going to do by being accountable and taking personal ownership in our actions.

• Respectful and inclusive interactions: Corrections appreciates and values individuals by promoting an inclusive and diverse environment, which encourages safety. We respect, value, and listen to the thoughts, feelings, and perspectives of our stakeholders and consider the impact on those we serve as well as each other.

• Peoples safety: Corrections believes in creating an environment that values physical, mental, and emotional security and well-being. We honor those who advance safety for all.

• Positivity in words and actions: At Corrections, we assume positive intentions and believe there is a shared desire for the best outcome. We consistently demonstrate positive behavior and always put forth our best effort.

• Supporting peoples success: Corrections is committed to our community - understanding individuals, instilling hope, embracing change, and providing opportunities.

Important Notes:

• DOC complies with the employment eligibility verification requirements for the federal employment eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form. https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
• DOC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.
• Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates. Please note: Phone number AND email address are required for all professional references.
• A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.
• This position may be represented by a bargaining unit.
• Requires respirator medical evaluation questionnaire, fit testing, training, and use of respiratory protection as required by the WA Industrial Safety & Act standards. Refer to WAC 296-842 to learn more.
• Must be able to work in spaces, climb stairs, walk long distances, and frequently lift up to 30 pounds. Under rare circumstances this position may be required to lift or carry up to 50 pounds and push up to 100 pounds.
• Foreign equivalent degrees awarded outside the United States must have a credential evaluation report attached to your application. You may request the required evaluation/documentation from www.wes.org and www.aice-eval.org. Until this documentation is provided, you will not be selected to move forward in the hiring process.
• Candidates who are offered a job with the Department of Corrections must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• Salary is based on experience and is determined at the time a final offer of employment is made.

We are committed to hiring individuals who possess core diversity competencies:

• Foster a positive attitude and openness toward the ever changing social and cultural makeup of the workplace.

• Work effectively with people of different perspectives, abilities, disabilities, races, religions, ages, lifestyle preferences and social, ethnic and cultural backgrounds.

• Respectfully acknowledge peoples differences and recognize these differences as important and valuable.

• Promote inclusiveness.

• Be culturally sensitive and appropriate.

• Respect and value diverse backgrounds and traditions.

What We Offer:

As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email zenon.metayka@doc1.wa.gov or call us at (509) 290-7123. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

Do you have experience working in a healthcare/health services environment?

• I do not have this experience
• I have under 1 year of this experience
• I have 1-2 years experience
• I have 3 or more years experience

02

Please briefly describe any experience you have with patient scheduling.

03

What is your level of experience using computer applications such as Outlook, Word, Excel, and Access?

• Little to no experience.
• Intermediate.
• Expert.

04

Do you have knowledge of medical terminology?

• Yes
• No

05

3100 - Do you have a high school diploma or equivalent?

• Yes
• No

06

3100 - How did you hear about this opportunity?

• Careers.wa.gov; jobs.doc.wa.gov; or governmentjobs.com
• Indeed
• DOC social media (Facebook, LinkedIn, Twitter)
• Job/career fair
• Job boards (Monster. ZipRecruiter, GlassDoor, CareerBuilder)
• WorkSource
• Veteran outreach
• Referral from current DOC employee
• Other

07

3100 - If hired for this position, do you currently possess required documents to allow you to legally work within the United States? (The below link lists acceptable documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents)

• Yes
• No

08

3100 - If hired for this position, will you require employer sponsorship, either now or in the future?

• Yes
• No

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov