Patient Service Representative, Rheumatology

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 supports a high-quality patient experience through administrative support for the ambulatory care team. The role requires excellent customer service, attention to detail, and interpersonal skills, and is responsible for scheduling patients accurately and collecting correct demographic and financial information to support timely revenue capture. The representative schedules and reschedules appointments according to clinic guidelines, processes referrals, assists with reception and registration, collects and balances payments, answers telephone calls, and handles health information and correspondence. The role also provides cross-coverage and other office support, including maintaining supplies and records and opening or closing the clinic according to practice guidelines. Patient information must be accessed only as needed for job responsibilities and kept confidential.

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 preferred.
Customer service experience preferred.

Responsibilities

Schedule outpatient appointments according to clinic guidelines, offer alternate providers or locations when appropriate, use available scheduling functions, and follow established procedures for cancellations and rescheduling.
Refer unmet patient scheduling needs and requests to change provider schedules to the Office Coordinator or Practice Manager for review and approval.
Send appointment reminder letters and process urgent referral requests the same day and routine requests within 72 hours; obtain prior approvals or authorizations as needed and communicate referral appointment details and instructions to patients.
Greet and assist patients courteously, provide appropriate documents to new patients, escalate emergent situations and patient concerns, and keep patients informed about care delays.
Complete outpatient registration by obtaining and accurately entering demographic, financial, and insurance information in Epic and meeting regulatory and compliance requirements.
Inform patients of payments due, receive and receipt payments accurately, and maintain and balance the cash drawer according to established processes.
Answer telephone calls within three rings using the required greeting, close calls courteously, and record clear, complete, and accurate messages or prescription requests in Epic.
Date-stamp incoming patient-related information and deliver it to the appropriate person; prepare correspondence as directed; route medical-record release requests to Health Information Management and handle same-day continuity-of-care requests as needed.
Process and distribute incoming mail promptly and according to clinic procedures; protect the confidentiality of patient health information.
Provide cross-coverage at other locations when requested and maintain office supplies, forms, filing systems, and departmental records.
Open and/or close the clinic according to practice guidelines and perform other duties as requested or directed.