Patient Service Representative 2 (Patient Scheduling)

Inova Health is looking for a dedicated Patient Service Representative 2 to join the team. This role will be full-time, day shift from Monday - Friday between 8:30 am - 5:00 pm. This role will be hybrid with the opportunity to transition into a remote role.

Remote Eligibility: This position is eligible for remote work for candidates residing in the following states - VA, MD, DC, DE, FL, GA, NC, OH, PA, SC, TN, TX, WV

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.

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.

Featured Benefit

• Committed to Team Member Health : offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement : Inova matches the first 5% of eligible contributions - starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support : offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.

Patient Service Representative 2 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 internet services needed 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.

Minimum Qualifications:

Education: GED or High School diploma

Experience: 1 year of healthcare or relevant experience or bachelor's degree in lieu of experience

Preferred Qualifications:

• Demonstrated strong customer service skills, with the ability to communicate clearly, professionally, and empathetically with patients.

• Prior patient scheduling experience in a healthcare, clinic, or hospital setting.

• Experience providing telephonic support to patients, including handling high call volumes and navigating sensitive conversations.

• Proficiency with Epic (EPIC) scheduling modules, including appointment scheduling, registration updates, and navigation of patient records.

• Ability to multitask, manage competing priorities, and maintain accuracy in a fastpaced environment.

• Strong attention to detail and commitment to patient confidentiality and HIPAA compliance.