Patient Service Representative, Warren Pediatrics

Valley Health System•Front Royal, VA

About The Position

The Patient Service Representative serves as the first point of contact for patients in Valley Health’s physicians’ network. The role supports a high-quality patient experience through administrative support for the ambulatory care team, excellent customer service, attention to detail, and strong interpersonal skills. The representative schedules patients appropriately to support patient care and provider efficiency and collects accurate demographic and financial information during scheduling and registration to support timely revenue capture. Responsibilities include scheduling and rescheduling appointments in accordance with clinic guidelines; processing referrals and obtaining prior approvals or authorizations as needed; greeting and assisting patients; completing registration and entering accurate information into Epic; collecting and balancing payments; handling phone calls and messages; processing correspondence, mail, and medical-record requests; protecting confidential patient information; and providing cross-coverage and other office support as requested. The position may cover other locations during staffing shortages or workload adjustments.

Requirements

High school diploma or equivalent required.
One year of relevant work experience required; an associate degree may substitute for one year of relevant work experience.
Strong computer, customer service, and communication skills required.
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 in accordance with clinic guidelines and offer alternate providers or locations when appropriate.
Escalate patient needs that cannot be met, emergent situations, patient concerns, and requested schedule adjustments to the Office Coordinator or Practice Manager.
Send appointment reminder letters and use available scheduling tools, including wait lists, as appropriate.
Cancel and reschedule appointments according to established guidelines.
Process urgent referral requests the same day and routine referral requests within 72 hours; obtain prior approval or authorization as needed and communicate appointment details and instructions to patients.
Greet patients courteously and provide appropriate documents to new patients.
Help keep patients informed about delays in the waiting room and exam room.
Complete outpatient registration and accurately enter demographic and financial or insurance information into Epic.
Capture and enter data required for regulatory and compliance purposes, and maintain proficiency in front desk functions such as insurance eligibility and verification.
Explain payments due and accepted payment methods; accurately receive and receipt payments and maintain and balance the cash drawer.
Answer phones within three rings using the specified greeting, end calls courteously, and record clear and accurate messages or prescription requests in Epic.
Date-stamp incoming patient-related information and deliver it to the appropriate provider or staff member.
Prepare correspondence as directed and route routine or subpoenaed medical-record release requests to the assigned HIM location; handle same-day record requests for continuity of care as needed.
Process and distribute incoming mail in a timely manner according to clinic processes.
Access patient health information only to perform job responsibilities and maintain confidentiality on a need-to-know basis.
Provide cross-coverage at other locations when requested, maintain office supplies and forms, maintain filing systems, and sort, distribute, and file documents.
Open and close the clinic according to practice guidelines.
Perform other duties as requested or directed.