Patient Financial Services Representative 4 - Customer Service (Bilingual)

Inova • VA, VA

2d • $23 - $37 • Hybrid

About The Position

Inova Health is hiring a full-time Patient Financial Services Representative 4 for its customer service call center. The role is listed as hybrid and is a day shift, Monday through Friday; the posting gives two schedules: 8:00 a.m.–4:30 p.m. and 8:00 a.m.–4:00 p.m. Remote work is available to candidates residing in VA, MD, DC, DE, FL, GA, NC, OH, PA, SC, TN, TX, or WV.

The representative performs the duties of a Patient Financial Services Representative 3 and is responsible for timely, accurate editing, submission, and follow-up of assigned claims across multiple payer types. The position ensures claims meet clearinghouse and payer processing criteria, follows up on assigned work lists while meeting productivity and quality standards, and informs management about claims-process issues and potential resolutions. It also provides support, education, and guidance to team members and performs assigned duties in the supervisor or manager’s absence.

Requirements

• Associate degree, or an additional three years of experience appropriate to the position.
• Three years of experience in revenue cycle, finance, customer service, or data analytics.

Nice To Haves

• Bilingual in English and Spanish is strongly preferred.
• Deliver exceptional customer service by addressing patient inquiries with professionalism, empathy, and clear communication.
• Utilize EPIC to review, update, and maintain accurate patient account information.
• Assist patients with billing questions, insurance coverage, and financial responsibilities.
• Review and interpret Explanation of Benefits (EOBs) to resolve patient or insurance discrepancies.
• Collaborate with insurance providers to verify coverage, process claims, and ensure timely resolution of billing issues.
• Be open to feedback and continuously adapt to improve service quality and efficiency.
• Perform effectively in a remote work environment while maintaining productivity and accountability.

Responsibilities

• Submit clean claims on the day they are received, using the appropriate medium and including all required attachments.
• Resolve complex issues independently or by coordinating with team members, Patient Accounts staff, other hospital departments, or payers; seek supervisor assistance when needed.
• Review claims and identify or make corrections, or initiate resolutions, within 24 hours of receipt.
• Handle complex and/or highest-dollar accounts and provide follow-up according to established protocol or SRGs.
• Document account activity promptly and handle correspondence within 48 hours of receipt.
• Record activity in HealthQuest and TRAC, ensuring documentation is professional, appropriate, accurate, and compliant with departmental quality standards.
• Work payer response and rejection reports in accordance with productivity and quality standards.
• Maintain knowledge of payer requirements, UB-92 standards, hospital, clearinghouse, and payer system functionality, and hospital policies and procedures.
• Provide support, education, and guidance to team members to promote efficiency and productivity.
• Take direction from management to resolve issues and perform assigned duties in the absence of the supervisor or manager.
• Perform additional duties as assigned.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree