Patient Service Representative

Inova • Fairfax, VA

19d • Remote

About The Position

We are looking for dedicated Patient Service Representative 1, Patient Service Representative 2, Patient Service Representative 3, Patient Service Representative 4, and Patient Service Representative Team Lead. These are remote full-time roles, day shift with varying hours from 7:30 a.m. – 5:30 p.m. Monday – Friday. Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Requirements

• High School diploma or GED
• 1 year healthcare or relevant experience. Or Bachelor’s degree in lieu of experience
• 2 years healthcare or relevant experience. Or Bachelor’s degree and 1 year of healthcare or relevant experience
• 3 years healthcare or relevant experience. Or Bachelor’s degree and 2 years of healthcare or relevant experience
• 4 years healthcare or relevant experience. Or Bachelor’s degree and 3 years of healthcare or relevant experience

Nice To Haves

• Previous Pediatric Specialists of Virginia (PSV) work experience

Responsibilities

• Responsible for inbound calls from a single department to support patients in scheduling, completes all registration processes, verifies insurance coverage to ensure approval and provides accurate information to the patient to ensure a great experience with any of their needs.
• Responsible for inbound calls from a minimum of two departments to support patients in scheduling, completes all registration processes, verifies insurance coverage to ensure approval and provides accurate information to the patient to ensure a great experience with any of their needs.
• Provides excellent service by identifying patient needs and fulfilling patient expectations. Responsible for patient inbound call support while completing assigned activities related to patient scheduling across a minimum of three departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and support other team members with escalation calls or questions. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.
• Provides excellent service by identifying patient needs and fulfilling patient expectations. Performs assigned duties related to patient inbound call support while completing assigned activities related to patient scheduling across all departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and supports other team members with escalation calls or questions. This role also supports business analysts in EPIC Decision Tree updates, changes, and developments that will impact internal team scheduling, open scheduling, and referral creation. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.
• Provides excellent service by identifying patient needs and fulfilling patient expectations. Performs assigned duties related to patient inbound call support while completing assigned activities related to patient scheduling across all departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and supports other team members with escalation calls or questions. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.
• Works independently to complete incoming calls without close supervision; Delivers an acceptable volume of work with high levels of accuracy while improving inefficiencies and minimizing repetitive errors by revising current workflow procedures.
• Selects an appropriate method of communication for audiences and adjusts communication style when needed.
• Follows EPIC scheduling process to identify the best provider for the patient’s appointment needs.
• Exceeds all contact center metric goals to ensure calls are handled effectively and efficiently; This includes Availability Rate, Avoidance Rate, First Call Resolution, Patient Survey Responses and Quality Assurance Scores.
• Interviews patients to secure and document required medical, financial, demographic and insurance information.
• Navigates communication for Patient to Practice/Clinic Front Desk, Nurses, and Physicians for any medical or appointment needs.
• Ensures internet services work successfully from home, and if not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
• Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
• Supports primary department and provides additional support coverage to two additional departments assigned based on staffing needs; also includes Patient Outreach support for primary department.
• May assist with new hire training as well as assisting other contact centers based on staffing needs.
• Supports patient outreach initiatives and team projects as requested by leadership.
• Answers team member questions in Microsoft Teams, answers escalation calls when requested by leadership and assists with any training needs.
• Supports implementation, updates, and changes to the EPIC Decision Tree by coordinating communication with stakeholders, updating Visio and Excel files, putting in ServiceNow tickets or updating ticket’s, and supporting UAT, training and go live of DT changes.
• Maintains and handles multiple contact center patient appointment scheduling.
• Supports all Departments based on staffing needs, as well as training support for new hires; includes project work, Find an MD support, quality assurance support.
• Oversees and assists team members in assigned functional area, which may include but not limited to, ensuring team is meeting key-deliverables and quality standards, addressing and resolving challenges, managing and tracking performance, and assisting in time management and scheduling; escalates issues to senior leaders as needed.

Benefits

• medical, dental and vision coverage
• a robust team member wellness program
• Inova matches the first 5% of eligible contributions – starting on your first day.
• up to $5,250 per year in education assistance
• up to $10,000 for student loans
• 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• paid time off
• paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED