Patient Service Representative, Urology

Valley Health System•Winchester, VA

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 through customer service, attention to detail, and interpersonal skills. It schedules patients appropriately to support patient care and provider efficiency, and collects accurate demographic and financial information to support timely revenue capture. Responsibilities include appointment scheduling and referral processing; welcoming and assisting patients; completing registration in Epic; collecting and balancing payments; handling telephone calls and messages; processing correspondence, mail, and medical-record requests; protecting confidential health information; and providing cross-coverage and general office support at other locations as requested. The representative may also open or close the clinic according to practice guidelines and perform other duties as requested.

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, and use available scheduling functions such as wait lists.
Follow established procedures for cancelling and rescheduling appointments; refer schedule-change requests from providers or other staff to the Office Coordinator or Practice Manager for review and approval.
Process urgent referral requests the same day and routine referral requests within 72 hours; obtain prior approval or authorization as needed and communicate appointment details and instructions to patients.
Greet patients courteously, provide appropriate documents to new patients, escalate emergent situations or patient concerns, and keep patients informed about care delays.
Complete outpatient registration by obtaining and accurately entering demographic, financial, and insurance information in Epic, including data required for regulatory and compliance purposes.
Explain payments due and available payment methods, receipt payments accurately, and maintain and balance the cash drawer.
Answer telephone calls within three rings using the specified greeting, end calls courteously, and accurately record phone messages or prescription requests in Epic.
Date-stamp and route incoming patient information, prepare correspondence as directed, and route routine or subpoenaed medical-record release requests to the assigned HIM location.
Handle same-day medical-record requests needed for continuity of patient care and seek assistance from HIM resources when needed.
Process and distribute incoming mail in a timely manner and according to clinic processes.
Access patient health information only to perform job responsibilities and maintain confidentiality on a need-to-know basis.
Provide cross-coverage at other locations when requested, maintain office supplies and forms, maintain departmental filing, and sort, distribute, and file documents.
Open or close the clinic according to practice guidelines and perform other duties as requested or directed.