Patient Service Representative 3 - Diagnostic Imaging

Inova • VA, VA

1d • Hybrid

About The Position

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.

Requirements

• 2 years of healthcare or relevant experience-or Bachelors degree and 1 year of healthcare or relevant experience.
• High School diploma or equivalent.

Nice To Haves

• Candidates located within a 50-mile commuting radius of Fairfax, VA are strongly preferred.
• Bilingual in English and Spanish, preferred to effectively support a diverse patient population.
• Prior patient scheduling or registrations 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; 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.

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

What This Job Offers

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