Patient Services Representative II

Bath Community Hospital•Hot Springs, VA

4d•Hybrid

About The Position

The Patient Services Representative II is responsible for providing front-line support to patients and visitors by managing communication, scheduling appointments, and facilitating an efficient check-in and check-out process. This role supports Bath Community Hospital’s commitment to service excellence by ensuring a positive patient experience while maintaining accuracy, organization, and confidentiality. The position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Requirements

High School diploma or equivalent, or relevant experience demonstrating ability to perform job responsibilities
Meets all qualifications of Patient Services Representative I.
Able to independently staff the clinic switchboard and all Rural Health Clinic locations.
Proficient in patient registration, appointment scheduling, insurance verification, patient check-in/check-out, payment collection, and telephone system functions across all clinic locations.

Nice To Haves

Customer Service: Provides positive, professional, and respectful experience for patients and visitors, both in person and over the phone
Communication: Communicates clearly and effectively with patients, families, and team members, including managing high call volumes
Organization: Manages multiple tasks, including scheduling, check-in, and administrative duties, while maintaining accuracy and efficiency
Attention to Detail: Ensures accuracy of patient demographic, insurance, and scheduling information
Teamwork: Works collaboratively with clinical and administrative staff to support patient flow and clinic operations
Accountability: Demonstrates reliability, timeliness, and ownership of assigned responsibilities
Compliance: Maintains confidentiality and adheres to HIPAA, safety standards, and organizational policies

Responsibilities

Greet patients and visitors in a courteous and professional manner
Answer incoming calls and respond to patient inquiries in a timely and professional manner
Schedule, reschedule, and coordinate patient appointments, including follow-up visits
Verify patient demographic and insurance information for accuracy
Collect co-payments and process payments in accordance with hospital procedures
Maintain accurate patient records while ensuring confidentiality
Assist patients with completing forms and required documentation
Coordinate with clinical staff to ensure efficient patient flow
Perform administrative tasks such as filing, faxing, and scanning
Maintain a clean and organized reception area
Provide coverage for the clinic switchboard and all Rural Health Clinic locations as needed.
Assist with orientation and cross-training of Patient Services Representatives.
Serve as a resource regarding clinic registration, scheduling, and patient access workflows.