Patient Service Representative, Rutherford Crossing

Valley Health•Winchester, VA

3d•$18 - $23

About The Position

The Patient Service Representative is the first point of contact for patients in Valley Health’s physicians’ network. The role supports a high-quality patient experience through courteous service, administrative support for the ambulatory care team, accurate patient scheduling, and accurate collection of demographic and financial information to support timely revenue capture. Responsibilities include scheduling appointments and referrals, performing reception and registration functions, collecting and balancing payments, managing telephone inquiries and messages, supporting health information management processes, and providing cross-coverage and general office support. The position requires maintaining patient confidentiality and following clinic, regulatory, and compliance procedures.

Requirements

High school diploma or equivalent.
One year of relevant work experience; an associate’s degree may substitute for one year of relevant work experience.
Strong computer, customer service, and communication skills.
Ability to prioritize work.
Ability to handle confidential information and sensitive situations.
Interpersonal skills to work with diverse people within and outside the organization.

Nice To Haves

Associate’s degree.
Customer service experience.

Responsibilities

Listen to patients’ appointment requests and schedule outpatient appointments according to clinic guidelines, offering alternate providers or locations when appropriate.
Escalate patient needs that cannot be met, emergent situations, patient concerns, and requests to adjust appointment schedules to the Office Coordinator or Practice Manager.
Send appointment reminder letters, use available scheduling tools such as wait lists, and follow clinic guidelines when cancelling or rescheduling appointments.
Process urgent referral requests the same day and routine referral requests within 72 hours; obtain prior approvals or authorizations as needed and communicate appointment details and instructions to patients.
Greet patients courteously and ensure new patients receive the documents required by the practice.
Help keep patients informed about delays in care in waiting rooms and exam rooms.
Complete outpatient registration and accurately enter demographic, financial, insurance, regulatory, and compliance information into Epic.
Maintain proficiency in demographic and financial information capture, insurance eligibility and verification, and regulatory and compliance monitoring.
Explain amounts due and available payment methods, receipt payments accurately, and maintain and balance the cash drawer.
Answer calls within three rings using the specified three-part greeting, end calls courteously, and enter clear and accurate phone messages or prescription requests in Epic.
Date-stamp incoming patient-related information and deliver it to the appropriate provider or staff member; prepare correspondence as directed.
Send routine or subpoenaed medical record release requests to the assigned HIM location and handle same-day requests needed for continuity of patient care.
Receive, process, and distribute incoming mail in a timely manner and according to clinic processes.
Access patient health information only as needed for job responsibilities, keep it confidential, and discuss it only on a need-to-know basis.
Provide cross-coverage at other locations when requested and maintain office supplies, forms, and the departmental filing system.
Open and/or close the clinic according to practice guidelines.
Perform other duties as requested or directed.