Patient Service Representative, Endocrinology

Valley Health System•Winchester, VA

10d

About The Position

The Patient Service Representative is the first point of contact for patients in Valley Health’s physicians’ network and supports the ambulatory care team. The role focuses on delivering a high-quality patient experience through courteous face-to-face and telephone interactions, accurate appointment scheduling, and careful collection and entry of demographic and financial information to support timely revenue capture and provider efficiency. The representative schedules appointments and processes referrals according to clinic guidelines; greets and assists patients; completes outpatient registration in Epic; collects and balances payments; handles telephone inquiries and messages; and supports health information management activities while protecting patient confidentiality. The role also provides cross-coverage and general office support, including maintaining supplies and files and opening or closing the clinic according to practice guidelines.

Requirements

High school diploma or equivalent required.
One year of relevant work experience required; an associate degree may substitute for one year of relevant work experience.
Strong computer, customer service, and communication skills required.
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 degree preferred.
Customer service experience preferred.

Responsibilities

Schedule outpatient appointments according to clinic guidelines, offer alternate providers or locations when appropriate, use available scheduling functions such as wait lists, and follow established procedures when cancelling or rescheduling appointments.
Refer patient needs that cannot be met, urgent concerns, and requests to adjust appointment schedules to the Office Coordinator or Practice Manager for review or assistance.
Send appropriate appointment reminder letters and process urgent referral requests the same day and routine referral requests within 72 hours.
Obtain prior approval or authorization as needed and communicate referral appointments and instructions to patients.
Greet patients courteously, provide required documents to new patients, and help keep patients informed about delays in care.
Complete outpatient registration by accurately obtaining and entering demographic, financial, and insurance information in Epic, including information needed for regulatory and compliance requirements.
Maintain proficiency in front desk functions, including information capture, insurance eligibility and verification, and regulatory and compliance monitoring.
Explain payments due and available payment methods; accurately receive and receipt payments and balance the cash drawer.
Answer telephone calls within three rings using the specified greeting, close calls courteously, and enter clear and accurate messages or prescription requests in Epic.
Date-stamp incoming patient information and route it to the appropriate provider or staff member; prepare correspondence as directed.
Forward routine and subpoenaed medical record release requests to the assigned HIM location, handle same-day records requests needed for continuity of care, and seek HIM assistance when needed.
Process and distribute incoming mail according to clinic procedures and protect patient information by accessing it only for job responsibilities and discussing it only on a need-to-know basis.
Provide cross-coverage at other locations as requested, maintain office supplies and forms, maintain the departmental filing system, sort and distribute documents, and open or close the clinic according to practice guidelines.
Perform other duties as requested or directed.