Patient Service Representative 1 - Call Center (Bilingual)
About The Position
Inova Health is looking for a dedicated Bilingual Patient Service Representative 1 to join the team. This hybrid role will be full-time day shift from Monday – Friday between 9:00am-5:30pm. (Must Report On-Site As Needed). The Patient Service Representative 1 demonstrates accountability, accuracy, and effective communication skills relative to departmental goals. Responsible for inbound calls from a single department to support patients in scheduling, completes all registration processes, verifies insurance coverage to ensure approval and provides accurate information to the patient to ensure a great experience with any of their needs.
Requirements
- High School or GED
Nice To Haves
- Bilingual proficiency (Spanish) to support a diverse patient population
- Experience working with Primary Care, including scheduling, authorizations, or specialty workflows
- Prior patient scheduling experience in a healthcare, clinic, or hospital setting.
- Experience providing telephonic support to patients, including handling high call volumes and navigating sensitive conversations.
- Proficiency with Epic (EPIC) scheduling modules, including appointment scheduling, registration updates, and navigation of patient records.
- Ability to multitask, manage competing priorities, and maintain accuracy in a fast‑paced environment.
- Strong attention to detail and commitment to patient confidentiality and HIPAA compliance.
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; This 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.
- Ensures internet services work successfully from home, and if not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
- Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
Benefits
- medical, dental and vision coverage
- a robust team member wellness program
- Inova matches the first 5% of eligible contributions – starting on your first day.
- up to $5,250 per year in education assistance
- up to $10,000 for student loans
- 25 mental health coaching or therapy sessions, per person, per year, at no cost.
- paid time off
- paid parental leave
- flexible work schedules
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
