Patient Service Representative, Endocrinology

Valley Health•Winchester, VA

12d•$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 role provides administrative support to the ambulatory care team through customer service, attention to detail, and effective interpersonal skills. It supports accurate patient scheduling and registration, demographic and financial information capture, and timely revenue collection. Responsibilities include appointment scheduling and referrals; reception and patient communication; registration and insurance information entry in Epic; payment collection and cash handling; telephone support and message taking; health information management; and cross-coverage and general office support. The representative also maintains patient confidentiality, follows clinic procedures, and performs other related duties as requested.

Requirements

High school diploma or equivalent.
One year of relevant work experience; an associate degree may substitute for one year of relevant 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, and escalate patient needs that cannot be met.
Send appointment reminder letters and use available scheduling tools, including wait lists.
Follow clinic guidelines when cancelling or rescheduling appointments and refer schedule adjustments requested by providers or staff for approval.
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 keep patients informed about care delays.
Complete outpatient registration and accurately enter demographic, financial, insurance, regulatory, and compliance information in Epic.
Collect 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 and route incoming patient information, prepare correspondence, and handle medical-record requests and incoming mail according to established processes.
Access patient health information only as needed for job duties and maintain confidentiality.
Provide cross-coverage at other locations, maintain office supplies and forms, maintain filing systems, and open or close the clinic according to practice guidelines.
Perform other duties as requested or directed.