Patient Service Representative

Job Description

Job Description

We are looking for a Patient Service Representative to support individuals, caregivers, and authorized contacts by delivering responsive service and clear guidance about available assistance programs in Midlothian, Virginia. This Long-term Contract position is ideal for someone who communicates with empathy, handles high-volume inquiries with accuracy, and helps applicants understand eligibility, enrollment steps, and available support. The role requires strong documentation habits, a service-focused mindset, and the ability to address questions professionally while following organizational and regulatory standards.

Responsibilities:
• Respond to incoming calls and inquiries from patients, caregivers, representatives, and other partners with professionalism and compassion.
• Explain program offerings, qualification criteria, enrollment steps, and support options in a clear and understandable manner.
• Guide callers through program rules, including covered services, excluded services, and required follow-up actions.
• Help individuals identify useful resources and gather the information needed to continue with program participation.
• Record each interaction thoroughly and accurately in the appropriate systems to maintain complete case information.
• Route sensitive concerns, unresolved questions, and service-related issues to the proper team for further review.
• Meet established expectations for quality, productivity, responsiveness, and overall customer service performance.
• Follow organizational procedures and applicable compliance standards in all communications and documentation.
• Take part in team meetings, training sessions, and continuous improvement efforts, and provide support in other departmental areas when needed.• Experience in patient services, patient registration, scheduling, or a call center customer service environment.
• Ability to communicate program information clearly and professionally to patients, caregivers, and other stakeholders.
• Strong customer service skills with the ability to handle questions and concerns with patience and empathy.
• Proficiency in documenting conversations accurately and maintaining organized electronic records.
• Comfortable managing multiple inquiries while maintaining accuracy and attention to detail.
• Ability to follow established policies, service standards, and regulatory requirements.
• Willingness to learn additional departmental tasks and provide operational support based on business needs.