Patient Service Representative

Job Description

Job Description

We are looking for a Patient Service Representative to support individuals and families seeking assistance through a mission-driven non-profit organization in Virginia. This Long-term Contract opportunity is ideal for someone who communicates clearly, handles sensitive conversations with professionalism, and is committed to delivering a positive service experience. In this role, you will guide callers through program-related questions, help them understand eligibility and participation steps, and ensure each interaction is documented accurately and handled with care.

Responsibilities:
• Respond to inquiries from patients, caregivers, authorized contacts, and other parties with professionalism, empathy, and timely follow-up.
• Explain program offerings, qualification standards, enrollment steps, and available support options in a clear and accurate manner.
• Walk callers through covered services, limitations, and required next actions so they can move forward confidently in the process.
• Help individuals identify helpful resources and gather the information needed to support program participation.
• Record call details and service activity thoroughly within designated documentation systems to maintain complete and accurate files.
• Route complicated questions, complaints, or unresolved service concerns to the appropriate team members for further review.
• Meet established expectations for service quality, responsiveness, productivity, and overall customer support performance.
• Follow organizational procedures and all applicable compliance standards while protecting the integrity of patient and program information.
• Take part in team meetings, training sessions, and continuous improvement efforts, and provide additional support across related functions when operational needs require it.• Experience in patient services, patient registration, patient scheduling, or call center customer service.
• Strong verbal communication skills with the ability to explain processes and program details in an easy-to-understand manner.
• Ability to assist patients, caregivers, and representatives with patience, professionalism, and attention to detail.
• Proficiency in documenting interactions accurately and maintaining organized records in required systems.
• Comfortable handling a high volume of calls while balancing quality standards and productivity expectations.
• Ability to recognize sensitive or complex situations and escalate them appropriately.
• Strong organizational skills and the flexibility to support additional departmental tasks as needed.