Patient Service Representative Team Lead - Access Inova

Inova

8d • Hybrid

About The Position

Inova Health is looking for a dedicated Patient Service Representative Team Lead to join the team. This role will be full-time, day shift from Monday – Friday between 8:00 am – 4:30 pm. This role will be hybrid with the opportunity to transition into a remote role. The Patient Service Representative 2 demonstrates accountability, accuracy, and effective communication skills relative to departmental goals. Responsible for inbound calls from a minimum of two departments 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

• Experience: 4 years of healthcare or relevant experience OR Bachelors degree and 3 years of healthcare or relevant experience
• Education: High School diploma or equivalent

Nice To Haves

• Prior experience in a call center or high‑volume contact center environment, preferably within healthcare or patient access operations.
• Demonstrated leadership experience, including peer support, mentoring, acting as a lead or subject matter expert, or assisting with training and onboarding of new team members.
• Strong customer service background, with the ability to manage complex patient interactions, de‑escalate concerns, and provide timely, professional resolution while maintaining high service standards.

Responsibilities

• Oversees and assists team members in assigned functional area, which may include but not limited to, ensuring team is meeting key-deliverables and quality standards, addressing and resolving challenges, managing and tracking performance, and assisting in time management and scheduling; escalates issues to senior leaders as needed.
• 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.
• 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.
• May assist with new hire training as well as assisting other contact centers based on staffing needs.
• Maintain and handles multiple contact center patient appointment scheduling.

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