Patient Service Representative, Pediatrics

Valley Health System•Woodstock, 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. The role performs appointment scheduling and referral coordination, reception, outpatient registration, payment collection and cash handling, telephone support, health information management, and general office support. It uses the Epic system for registration and patient messaging and follows clinic guidelines for scheduling, registration, referrals, cash handling, records, and opening or closing the clinic. Patient information must be accessed only for job responsibilities, kept confidential, and discussed on a need-to-know basis. The position may provide coverage at other locations when requested.

Requirements

High school diploma or equivalent is required.
One year of relevant work experience is required; an associate degree may substitute for one year of relevant work experience.
Strong computer, customer service, and communication skills are required.
Ability to prioritize work is required.
Ability to handle confidential information and sensitive situations is required.
Interpersonal skills to work with diverse people within and outside the organization are required.

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 cancellation and rescheduling procedures.
Refer patient needs that cannot be met, emergent situations, patient concerns, and requests to adjust provider schedules to the Office Coordinator or Practice Manager for review or assistance.
Process urgent referral requests the same day and routine requests within 72 hours; obtain prior approval or authorization as needed and communicate appointment details and instructions to patients.
Greet patients courteously and positively, provide appropriate documents to new patients, and keep patients informed about delays in the waiting room and exam room.
Complete outpatient registration by accurately entering demographic, financial, and insurance information into Epic and capturing data required for regulatory and compliance purposes.
Maintain knowledge and proficiency in demographic and financial information capture, insurance eligibility and verification, and regulatory and compliance monitoring.
Inform patients of payments due, receive and receipt payments accurately, and maintain and balance the cash drawer according to daily cash-handling processes.
Answer telephone calls within three rings using the specified greeting, end calls courteously, and enter clear and accurate messages or prescription requests in Epic.
Date-stamp incoming patient-related information and deliver it to the appropriate provider or staff member; prepare correspondence as directed.
Send routine and subpoenaed medical-record release requests to the assigned HIM location, handle same-day medical-record requests for continuity of care as needed, and seek HIM assistance with release-process questions.
Receive, process, and distribute incoming mail according to clinic processes while maintaining patient confidentiality.
Cover similar office functions at other locations when requested due to staffing shortages or workload adjustments.
Maintain office supplies and required forms, maintain the departmental filing system, and classify, sort, distribute, or file correspondence, mail, records, and other documents.
Open and/or close the clinic according to practice guidelines.
Perform other duties as requested or directed.