Patient Representative

Description

Mission:

Virginia Urology will provide access to individualized, quality, and compassionate urological care from a highly specialized and diverse teams while maintaining a fulfilling work environment.

Overall Objective:

Our Patient Representatives are the first point of contact for patients and visitors in the clinical offices. Patient Representatives will ensure patients are registered accurately, appropriately schedule appointments and handle all front office responsibilities with precision while providing exceptional care. Patient Representatives are cross trained in the duties of check-in, registration, and check-out and work in all three of these positions on a rotating basis to maintain versatility.

Principal Activities and Expected End Results:

• Greets patients and visitors with professionalism and empathy, creating a positive first impression.
• Gathers insurance, demographic, and referral information from the patient.
• Collects any copayment or deductible that is due.
• Collaborates with clinical and administrative teams to ensure smooth patient flow.
• Schedule follow-up appointments.
• Maintain confidentiality and compliance with HIPAA and all regulatory requirements.
• Assists patients with navigating the facility and accessing available resources.
• Performs other duties as assigned in support of clinical excellence, operational effectiveness and patient-centered care.

Requirements

Minimum Knowledge, Skills, Abilities and Experience:

• Strong communication skills
• Passion for helping others
• Technologically proficient
• High attention to detail and accuracy in data entry
• Experience in healthcare, customer service or administrative role
• Ability to remain calm and compassionate in a fast-paced setting
• Team-oriented mindset

Desirable Knowledge, Skills, Abilities and Experience:

• Experience in a medical front office
• Experience with EHR systems (Athena, Epic, or similar)
• Basic understanding of health insurance plans
• Understanding of HIPAA and patient confidentiality standards
• Awareness of revenue cycle touchpoints from a front-end collection, and demographic accuracy

Prior Work Experience:

Medical officed front desk or receptionist, call center experience in healthcare, insurance, retail or similar high-touch service environments.

Physical Requirements:

Prolonged sitting or standing for extended periods of time, frequent keyboard use, ability to communicate effectively in person and via phone, ability to lift or move light items up to 15 pounds as well as ability to maintain focus and composure in a fast-paced environment.

Other Information:

This is a full-time, 40-hour per week position. Our patient representatives work Monday through Thursday, 7:30 a.m. to 5:00 p.m. and on Friday from 7:30 a.m. to 11:30 a.m. (8:00 a.m. to 5:00 p.m. one Friday every 6 weeks).

Patient representatives must have the flexibility to work at our other Richmond area locations on an occasional basis when needed and are occasionally scheduled to work on a Friday afternoon at our Stony Point office. This schedule is issued in advance for planning purposes.

Full benefits package including competitive compensation, health insurance, PTO, retirement plan and personal development support.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace.

Compensation range, based on experience: $16.25/hour - $21.73/hour.