Patient Service Representative 3

The Patient Service Representative 3 provides excellent service by identifying patient needs and fulfilling patient expectations. Responsible for patient inbound call support while completing assigned activities related to patient scheduling across a minimum of three departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and support other team members with escalation calls or questions. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.

Job Responsibilities

• Works independently to complete incoming calls without close supervision; Delivers an acceptable volume of work with high levels of accuracy while improving inefficiencies and minimizing repetitive errors by revising current workflow procedures.
• Selects an appropriate method of communication for audiences and adjusts communication style when needed.
• Follows EPIC scheduling process to identify the best provider for the patient’s appointment needs.
• Exceeds all contact center metric goals to ensure calls are handled effectively and efficiently; includes Availability Rate, Avoidance Rate, First Call Resolution, Patient Survey Responses and Quality Assurance Scores.
• Interviews patients to secure and document required medical, financial, demographic and insurance information.
• Navigates communication for Patient to Practice/Clinic Front Desk, Nurses, and Physicians for any medical or appointment needs.
• Supports patient outreach initiatives and team projects as requested by leadership.
• Ensures they have the needed internet services to work successfully from home; If not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
• Answers team member questions in Microsoft Teams, answers escalation calls when requested by leadership and assists with any training needs.
• Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
• Supports all departments based on staffing need; Supports any Patient Outreach needs across all departments.
• May assist with new hire training as well as assisting other contact centers based on staffing needs.
• May perform additional duties as assigned.

Additional Requirements

Certification - N/ALicensure - N/AExperience - 2 years of healthcare or relevant experience or Bachelors degree and 1 year of healthcare or relevant experience.Education - High School diploma or equivalent.

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 24,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare. 

Inova Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.