Patient Service Representative, Rheumatology

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 excellent customer service, attention to detail, and administrative support for the ambulatory care team. It involves scheduling patients appropriately to support patient needs and provider efficiency, collecting accurate demographic and financial information, and helping ensure timely revenue capture. The representative performs appointment scheduling and referral processing, reception, patient registration, payment collection and cash handling, telephone support, health information management, and general office support. The position requires maintaining patient confidentiality, following clinic processes, and providing coverage at other locations when requested.

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

Schedule outpatient appointments according to clinic guidelines, offer alternate providers or locations when appropriate, and escalate unmet patient needs to the Office Coordinator or Practice Manager.
Send appointment reminder letters and use available scheduling functions, including wait lists.
Follow clinic guidelines when cancelling or rescheduling appointments and obtain review and approval before adjusting schedules at the request of providers or other staff.
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 provide a welcoming reception experience; provide new-patient documents as required and escalate emergent situations or patient concerns.
Keep patients informed about delays in care in the waiting room and exam room.
Complete outpatient registration by accurately collecting and entering demographic, financial, and insurance information in Epic.
Ensure accurate data capture and entry for regulatory and compliance requirements, and maintain proficiency in front-desk functions.
Explain payments due based on insurance information, receive and receipt payments accurately, and maintain and balance the cash drawer.
Answer telephone calls within three rings using the specified greeting, end calls courteously, and record complete and accurate messages or prescription requests in Epic.
Date-stamp incoming patient information and deliver it to the appropriate provider or staff member; prepare correspondence as directed.
Route routine and subpoenaed medical-record release requests to the assigned HIM location, handle same-day requests needed for continuity of care, and seek HIM assistance when needed.
Process and distribute incoming mail in a timely manner according to clinic procedures.
Access patient health information only to perform job duties and maintain confidentiality on a need-to-know basis.
Provide office-function coverage at other locations when requested due to staffing shortages or workload adjustments.
Maintain office supplies, forms, and departmental filing systems; classify, sort, distribute, and file documents.
Open and/or close the clinic according to practice guidelines.
Perform other duties as requested or directed.