Patient Service Representative

Inova Health System • Fairfax, VA

19d • $18 - $39 • Remote

About The Position

Inova is a leading nonprofit healthcare provider in Northern Virginia, consistently ranked as a national healthcare leader in safety, quality, and patient experience. They are recognized as a top employer in the D.C. metro area and the nation. This job posting is for multiple levels of Patient Service Representatives (1, 2, 3, 4) and a Team Lead. These are remote, full-time, day shift roles with varying hours from 7:30 a.m. to 5:30 p.m., Monday through Friday. The company is committed to its team members' health and well-being, offering comprehensive benefits and professional development opportunities.

Requirements

• Demonstrates accountability, accuracy, and effective communication skills relative to departmental goals.
• 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.
• High School diploma or GED.
• 1 year healthcare or relevant experience (for PSR 2).
• 2 years healthcare or relevant experience (for PSR 3).
• 3 years healthcare or relevant experience (for PSR 4).
• 4 years healthcare or relevant experience (for Team Lead).
• Bachelor’s degree in lieu of experience (for PSR 2).
• Bachelor’s degree and 1 year of healthcare or relevant experience (for PSR 3).
• Bachelor’s degree and 2 years of healthcare or relevant experience (for PSR 4).
• Bachelor’s degree and 3 years of healthcare or relevant experience (for Team Lead).

Nice To Haves

• Previous Pediatric Specialists of Virginia (PSV) work experience.

Responsibilities

• Responsible for inbound calls to support patients in scheduling.
• Completes all registration processes.
• Verifies insurance coverage to ensure approval.
• Provides accurate information to the patient.
• Supports patient outreach initiatives and team projects.
• Answers team member questions and escalation calls.
• Assists with new hire training and supports other contact centers.
• Communicates scheduling changes to patients, staff, physicians, and patient representatives.
• Ensures internet services work successfully from home; reports to an identified location if unable to work remotely due to equipment or service issues.
• Supports business analysts in EPIC Decision Tree updates, changes, and developments (for PSR 4).
• Oversees and assists team members in assigned functional areas, ensuring key deliverables and quality standards are met, addressing challenges, managing performance, and assisting with time management and scheduling (for Team Lead).

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Robust team member wellness program
• Inova matches the first 5% of eligible contributions – starting on your first day (Retirement)
• 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 (for team members, spouses/partners, and children)
• Paid time off
• Paid parental leave

What This Job Offers

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