Patient Access Specialist Senior - Behavioral Health Screening

Inova • Leesburg, VA

7h • $23 - $37 • Onsite

About The Position

Inova Peterson Life with Cancer at Inova Loudoun Hospital is seeking a full-time Patient Access Specialist Senior to support front desk operations, patient access, and behavioral health service coordination for individuals and families affected by cancer. The position is based at the Family Center and serves as a primary point of contact for patients, caregivers, visitors, and clinical staff, providing a welcoming and efficient patient experience.

The role combines patient registration, appointment scheduling, referral coordination, Epic documentation, and general administrative support with responsibilities related to behavioral health intake workflows and mental health screening coordination. The specialist supports the Behavioral Health Intake Coordinator and licensed clinical team by reviewing intake documentation, recognizing screening results that need clinical review, communicating concerns to designated professionals, and helping coordinate follow-up. The role does not describe independent clinical assessment or treatment.

The position requires two years of patient access experience and a high school diploma or GED. An associate's or bachelor's degree and experience in outpatient healthcare, behavioral health, oncology, Epic workflows, PHQ-9 screening, or supporting patients with complex needs are preferred. The schedule is stated as Monday through Friday, 8:00 a.m. to 5:00 a.m.; the posting identifies this as a day shift. The role is located at the Family Center, Inova Loudoun Hospital, North Tower, 1st Floor, 44045 Riverside Parkway, Leesburg, Virginia.

Requirements

• At least 2 years of patient access experience.
• High school diploma or GED.
• Strong interpersonal, organizational, and customer service skills.
• Ability to manage multiple responsibilities in a fast-paced healthcare environment.
• Ability to maintain patient confidentiality and handle sensitive information appropriately.
• Ability to collaborate effectively with clinical and administrative teams.

Nice To Haves

• Associate's or bachelor's degree in healthcare administration, psychology, behavioral health, or a related field.
• Experience in outpatient rehabilitation, behavioral health, oncology, or other multidisciplinary clinical settings.
• Experience reviewing completed PHQ-9 questionnaires and identifying results requiring clinical follow-up.
• Experience supporting patients with cognitive impairments, neurological conditions, or complex medical needs.
• Experience with Epic workqueues, In Basket messaging, referral coordination, and patient documentation.
• Familiarity with mental health resources and behavioral health referral processes.
• Experience supporting multidisciplinary clinical teams and coordinating patient services.
• Experience in healthcare, outpatient clinical services, patient access, medical office administration, or a related setting.
• Experience with patient scheduling, registration, insurance verification, and electronic medical record documentation.
• Proficiency in Epic, including patient registration, appointment scheduling, documentation, and referral workflows.
• Familiarity with PHQ-9 depression screenings and procedures for communicating concerning results to clinical staff.
• Experience interacting with patients who may have emotional, behavioral, cognitive, or complex healthcare needs.

Responsibilities

• Serve as the primary front desk point of contact for patients, caregivers, visitors, and clinical staff at the Family Center.
• Welcome patients and families, provide information about available services, and help them navigate the patient experience.
• Coordinate patient check-in, registration, demographic updates, and appointment scheduling using Epic.
• Verify patient information, insurance details, and required documentation for accurate and complete records.
• Manage incoming calls, patient inquiries, and departmental communications, directing requests to appropriate team members.
• Maintain appointment schedules and coordinate changes, cancellations, and follow-up visits.
• Assist patients experiencing emotional distress, cognitive limitations, or other challenges with patience and professionalism.
• Support daily front desk operations while protecting confidentiality and maintaining customer service standards.
• Provide administrative and patient coordination support to the Behavioral Health Intake Coordinator and licensed clinical team for oncology-focused counseling services.
• Review completed PHQ-9 questionnaires and other patient-submitted intake documentation for completeness and identified concerns.
• Recognize elevated PHQ-9 scores and positive responses to question 9 that require timely clinical review.
• Flag concerning screening results and promptly communicate them to designated licensed behavioral health professionals according to established protocols.
• Monitor behavioral health intake forms, referrals, and required documentation to support timely follow-up.
• Help coordinate behavioral health appointments, counseling referrals, and communication between patients and clinical teams.
• Connect patients and caregivers with program information and support resources as directed by clinical staff.
• Document screening-related communications and follow-up activities in Epic, and support workflows for identifying and escalating concerns requiring clinical attention.
• Use Epic for patient registration, appointment scheduling, referral tracking, and clinical administrative workflows.
• Monitor assigned Epic workqueues and In Basket messages to support timely referral processing and follow-up.
• Review patient records and submitted documentation for accuracy and completeness.
• Route referrals and communicate scheduling needs to appropriate clinical teams.
• Document patient communications, appointment updates, and administrative follow-up activities in Epic.
• Coordinate with patient access staff, behavioral health professionals, and other Life with Cancer team members.
• Maintain compliance with HIPAA, organizational policies, and documentation standards.
• Provide compassionate, patient-centered support to individuals and families navigating cancer-related healthcare services.
• Assist with appointment preparation, registration questions, scheduling concerns, and access to available programs.
• Communicate effectively with patients experiencing anxiety, depression, emotional distress, or cognitive difficulties.
• Coordinate with multidisciplinary teams to support continuity of services and timely resolution of patient needs.
• Identify administrative barriers to patient access and collaborate with staff to resolve concerns.
• Help patients and caregivers navigate Life with Cancer programs and resources.
• Provide general administrative support to Family Center operations and clinical teams.
• Maintain organized patient records, referral documentation, scheduling information, and departmental communications.
• Assist with shared inboxes, telephone messages, and administrative requests.
• Support patient appointment and program coordination and daily operational needs.
• Assist with administrative documentation, invoice processing, and other assigned departmental responsibilities.
• Collaborate with team members to improve workflow efficiency, patient access, and service consistency.
• Maintain a professional, organized, and welcoming front desk environment.

Benefits

• Medical, dental, and vision coverage.
• Team member wellness program.
• Retirement plan matching the first 5% of eligible contributions, starting on the first day.
• Up to $5,250 per year in education assistance.
• Up to $10,000 in student loan assistance.
• Up to 25 mental health coaching or therapy sessions per person per year at no cost for team members, their spouses or partners, and their children.
• Paid time off.
• Paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED