Patient Service Representative, Rutherford Crossing

Valley Health System•Winchester, VA

2d•Onsite

About The Position

The Patient Service Representative is the first point of contact for patients in Valley Health’s physicians’ network and plays a key role in the patient experience. The position provides administrative support to the ambulatory care team, delivers courteous and attentive service in person and by phone, and schedules patients appropriately to support their care and provider efficiency. It also gathers accurate demographic, financial, and insurance information during scheduling and registration to support compliance and timely revenue capture. The role includes appointment scheduling and referrals; reception and patient registration; payment collection and cash handling; telephone and health information management functions; and general office support. The representative may provide coverage at other locations, maintain supplies and filing systems, and open or close the clinic according to practice guidelines. Patient information must be accessed only for job-related responsibilities and kept confidential.

Requirements

High school diploma or equivalent.
One year of relevant work experience; an associate 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 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, and follow established procedures for cancellations and rescheduling.
Refer patient needs that cannot be met, requests to adjust provider schedules, and emergent situations or patient concerns to the Office Coordinator or Practice Manager.
Process urgent referral requests the same day and routine referral requests within 72 hours; obtain prior approvals or authorizations as needed and communicate referral appointments and instructions to patients.
Greet and assist patients courteously, provide appropriate documents to new patients, and keep patients informed about delays in care.
Complete outpatient registration and accurately enter demographic, financial, and insurance information into Epic; support regulatory and compliance data requirements and maintain proficiency in front-desk functions.
Explain payments due, receive and receipt payments accurately, and maintain and balance the cash drawer according to established processes.
Answer calls within three rings using the clinic’s three-part greeting, close calls courteously, and record clear and accurate messages or prescription requests in Epic.
Date-stamp incoming patient-related information and route it to the appropriate provider or staff member; prepare correspondence as directed and handle medical-record requests according to established processes.
Receive, process, and distribute incoming mail in a timely manner; protect patient health information and discuss it only on a need-to-know basis.
Cover similar office functions at other locations when requested; maintain office supplies and forms, maintain filing systems, sort and file documents, and open or close the clinic according to practice guidelines.
Perform other duties as requested or directed.