The Patient Service Representative 2 demonstrates accountability, accuracy, and effective communication skills relative to departmental goals. 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.
Job Responsibilities
- 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; 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 needed internet services to 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.
- May perform additional duties as assigned.
Additional Requirements
Experience - 1 year healthcare or relevant experience. Or Bachelor's degree in lieu of experience.
Education - High School diploma or equivalent.
We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 24,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.
Inova Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.
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