Patient Service Representative, Urology

Valley Health•Winchester, VA

2d•$18 - $23

About The Position

The Patient Service Representative is the first point of contact for patients in Valley Health’s physicians’ network and supports a positive patient experience through administrative services for the ambulatory care team. The role involves face-to-face and telephone interactions, accurate appointment scheduling, and collection of complete demographic and financial information during scheduling and registration to support patient care and timely revenue capture. The representative schedules and reschedules appointments according to clinic guidelines, processes referrals and authorizations, welcomes and assists patients, completes registration in Epic, handles payments and cash balancing, answers calls and documents messages, and manages patient-related correspondence and records in coordination with Health Information Management. The role also provides cross-coverage and general office support, maintains supplies and filing systems, and opens or closes the clinic according to practice guidelines. Patient information must be accessed only 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, and escalate requests or needs that require review by the Office Coordinator or Practice Manager.
Send appropriate appointment reminder letters and use available scheduling tools, such as wait lists.
Cancel and reschedule appointments according to clinic guidelines; obtain approval before making schedule adjustments requested by providers or other staff.
Process urgent referral requests the same day and routine referral requests within 72 hours; obtain prior approvals or authorizations as needed and communicate appointment details and instructions to patients.
Greet and assist patients courteously, provide new-patient documents, escalate emergent situations or patient concerns, and help keep patients informed about delays.
Complete outpatient registration and accurately enter demographic, financial, and insurance information into Epic; support regulatory and compliance data requirements.
Explain payments due, receive and receipt payments accurately, and maintain and balance the cash drawer.
Answer phones 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 submit routine or subpoenaed medical-record release requests to the assigned HIM location; handle same-day record requests needed for continuity of care.
Process and distribute incoming mail in accordance with clinic procedures and protect patient health information.
Provide cross-coverage at other locations when requested, maintain office supplies and forms, maintain departmental filing systems, and open or close the clinic according to practice guidelines.
Perform other duties as requested or directed.