Patient Service Representative 2

Job Description

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 Benefits:

• 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.
• Work/Life Balance: offering paid time off, paid parental leave, and flexible work schedules

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.

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.

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:

• Experience - 1 year healthcare or relevant experience. Or bachelor's degree in lieu of experience.
• Education: High School or GED

Preferred Qualifications:

• Bilingual proficiency (Spanish) to support a diverse patient population
• Experience working with scheduling, authorizations, or specialty workflows
• Call Center Experience