Patient Service Representative, Front Royal
About The Position
The Patient Service Representative is the first point of contact for patients in the Valley Health physicians’ network. The role supports the ambulatory care team and patient experience through courteous customer service, accurate appointment scheduling, and collection of demographic and financial information to support appropriate care and timely revenue capture. The position includes face-to-face and telephone interactions and requires attention to detail, strong interpersonal skills, and confidentiality. The representative schedules appointments and processes referrals according to clinic guidelines, completes patient reception and registration, handles payments and cash balancing, and performs telephone and health information management functions. The role also provides office support, including cross-coverage at other locations, maintaining supplies and records, and opening or closing the clinic according to practice guidelines. Other duties may be assigned as requested or directed.
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 such as wait lists.
- Cancel and reschedule appointments according to guidelines; refer requests to adjust provider schedules for review and approval.
- Process urgent referral requests the same day and routine requests within 72 hours; obtain prior approvals or authorizations and communicate appointment details and instructions to patients.
- Greet and assist patients courteously, provide required documents to new patients, escalate emergent situations or concerns, and keep patients informed about care delays.
- Complete outpatient registration and accurately enter demographic, financial, insurance, regulatory, and compliance information into Epic.
- Explain payments due, receive and receipt payments, 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 and route incoming patient information, prepare correspondence, route medical-record release requests, handle same-day patient-care continuity requests as needed, and process incoming mail.
- Protect patient information and access it only to perform job responsibilities, sharing it on a need-to-know basis.
- Provide cross-coverage at other locations when requested; maintain office supplies and forms, filing systems, and records; and open or close the clinic according to practice guidelines.
- Perform other duties as requested or directed.
Benefits
- Competitive salary.
- Zero-deductible health plan.
- Dental and vision insurance.
- Generous paid time off.
- Tuition assistance.
- Retirement savings match.
- Employee assistance program.
- Healthy U incentive-based wellness program.
- Health savings account and flexible spending account for childcare.
- Life insurance.
- Short-term and long-term disability.
- Professional development.
- Discounts to on-campus dining.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
