Patient Service Representative, Warren Pediatrics

Valley Health•Front Royal, VA

8d•$18 - $23

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 in accordance with clinic guidelines and gathers accurate demographic and financial information during scheduling and registration to support appropriate care and timely revenue capture. The role includes appointment scheduling and referral processing; welcoming and assisting patients; completing registration in Epic; collecting and balancing payments; answering calls and managing messages; handling and routing health information; and providing cross-coverage and general office support. The representative protects patient confidentiality and performs other duties as requested or directed.

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.
Customer service experience.

Responsibilities

Schedule outpatient appointments according to clinic guidelines, offer alternatives when appropriate, use available scheduling tools such as wait lists, and refer unmet patient needs or requested schedule changes to the Office Coordinator or Practice Manager.
Send appointment reminder letters and follow established procedures for cancelling and rescheduling appointments.
Process urgent referral requests the same day and routine requests within 72 hours; obtain prior approvals or authorizations as needed and communicate appointment details and instructions to patients.
Greet patients courteously, provide appropriate documents to new patients, escalate emergent situations or concerns, and help keep patients informed about delays.
Complete outpatient registration by accurately entering demographic and financial or insurance information into Epic and capturing data required for regulatory and compliance purposes.
Maintain proficiency in front desk functions, including information capture, insurance eligibility and verification, and regulatory and compliance monitoring.
Explain payments due, receive and receipt payments accurately, and maintain and balance the cash drawer.
Answer phones within three rings using the required greeting, end calls courteously, and accurately record 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.
Route routine or 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 promptly and according to clinic procedures.
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, and maintain the departmental filing system.
Open and/or close the clinic according to practice guidelines.
Perform other duties as requested or directed.