Patient Service Representative

Job Description

We are looking for dedicated Patient Service Representative 1, Patient Service Representative 2, Patient Service Representative 3, Patient Service Representative 4, and Patient Service Representative Team Lead. These are remote full-time roles, day shift with varying hours from 7:30 a.m. - 5:30 p.m. Monday - Friday.

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 and paid parental leave.

Patient Service Representative 1:

The Patient Service Representative 1 demonstrates accountability, accuracy, and effective communication skills relative to departmental goals. Responsible for inbound calls from a single department 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.

Patient Service Representative 2:

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.

Patient Service Representative 3:

The Patient Service Representative 3 provides excellent service by identifying patient needs and fulfilling patient expectations. Responsible for patient inbound call support while completing assigned activities related to patient scheduling across a minimum of three departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and support other team members with escalation calls or questions. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.

Patient Service Representative 4:

The Patient Service Representative 4 provides excellent service by identifying patient needs and fulfilling patient expectations. Performs assigned duties related to patient inbound call support while completing assigned activities related to patient scheduling across all departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and supports other team members with escalation calls or questions. This role also supports business analysts in EPIC Decision Tree updates, changes, and developments that will impact internal team scheduling, open scheduling, and referral creation. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.

Patient Service Representative Team Lead:

The Patient Service Representative Team Lead provides excellent service by identifying patient needs and fulfilling patient expectations. Performs assigned duties related to patient inbound call support while completing assigned activities related to patient scheduling across all departments. Verifies and enters insurance information and authorization/referral requirements into databases. Supports patient outreach initiatives, team projects, and supports other team members with escalation calls or questions. Ensures a safe patient care environment to the fullest potential, in an effort to achieve team goals.

Duties and Responsibilities - Patient Service Representative 1:

• 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; This 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 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.
• May perform additional duties as assigned.

Duties and Responsibilities - Patient Service Representative 2

• 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 needed internet services 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.

Duties and Responsibilities - Patient Service Representative 3

• 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.
• Supports patient outreach initiatives and team projects as requested by leadership.
• Ensures they have the needed internet services to work successfully from home; If not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
• Answers team member questions in Microsoft Teams, answers escalation calls when requested by leadership and assists with any training needs.
• Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
• Supports all departments based on staffing need; Supports any Patient Outreach needs across all departments.
• May assist with new hire training as well as assisting other contact centers based on staffing needs.
• May perform additional duties as assigned.

Duties and Responsibilities - Patient Service Representative 4

• 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.
• Supports patient outreach initiatives and team projects as requested by leadership; Supports implementation, updates, and changes to the EPIC Decision Tree by coordinating communication with stakeholders, updating Visio and Excel files, putting in ServiceNow tickets or updating ticket's, and supporting UAT, training and go live of DT changes.
• Ensures they have the needed internet services to work successfully from hom;. If not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
• Answers team member questions in Microsoft Teams, answers escalation calls when requested by leadership and assists with any training needs.
• Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
• Maintains and handles multiple contact center patient appointment scheduling.
• Supports all Departments based on staffing needs, as well as training support for new hires; includes project work, Find an MD support, quality assurance support.
• May perform additional duties as assigned.

Duties and Responsibilities - Patient Service Representative Team Lead

• Oversees and assists team members in assigned functional area, which may include but not limited to, ensuring team is meeting key-deliverables and quality standards, addressing and resolving challenges, managing and tracking performance, and assisting in time management and scheduling; escalates issues to senior leaders as needed.
• 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.
• 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 patient outreach initiatives and team projects as requested by leadership.
• Ensures they have the needed internet services to work successfully from home; If not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
• Answers team member questions in Microsoft Teams, answers escalation calls when requested by leadership and assists with any training needs.
• Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
• May assist with new hire training as well as assisting other contact centers based on staffing needs.
• Maintain and handles multiple contact center patient appointment scheduling.
• May perform additional duties as assigned.

Minimum Requirements - Patient Service Representative 1

• Education : High School diploma or GED

Preferred Qualifications - Patient Services Representative 1

• Previous Pediatric Specialists of Virginia (PSV) work experience

Minimum Requirements - Patient Service Representative 2

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

Preferred Qualifications - Patient Service Representative 2

• Previous Pediatric Specialists of Virginia (PSV) work experience

Minimum Requirements - Patient Service Representative 3

• Education : High School diploma or GED
• Experience : 2 years healthcare or relevant experience. Or Bachelor's degree and 1 year of healthcare or relevant experience

Preferred Qualifications - Patient Service Representative 3

• Previous Pediatric Specialists of Virginia (PSV) work experience

Minimum Requirements - Patient Service Representative 4

• Education: High School diploma or GED
• Experience: 3 years healthcare or relevant experience. Or Bachelor's degree and 2 years of healthcare or relevant experience

Preferred Qualifications - Patient Service Representative 4

• Previous Pediatric Specialists of Virginia (PSV) work experience

Minimum Requirements - Patient Service Representative Team Lead

• Education: High School diploma or GED
• Experience: 4 years healthcare or relevant experience. Or Bachelor's degree and 3 years of healthcare or relevant experience

Preferred Qualifications - Patient Service Representative Team Lead

• Previous Pediatric Specialists of Virginia (PSV) work experience

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

Additional Details:

• Application deadline: this position will remain posted for 30 days from the original posting date. Applications must be submitted before the posting closes.
• Tentative employment start date: June 2027

Applicants may be considered for current and future opportunities.

We are Inova, Northern Virginia's leading nonprofit healthcare provider. Every day, our 25,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better - to shape a more compassionate future for healthcare.


Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.