Patient Service Representative 2 - Call Center

Inova Health; Falls Church (VA); Remote; USD 35,000 - 50,000; Full time

Job summary

Inova Health is seeking a Patient Service Representative 2 to manage patient calls effectively, ensuring high-quality service and accurate information handling. This full-time position involves organizing appointments, verifying insurance details, and providing exceptional service. Ideal candidates will possess strong communication skills and a commitment to patient satisfaction.

Benefits

Medical, dental and vision coverage

Tuition and Student Loan Assistance

Mental Health Support

Flexible work schedules

Qualifications

• 1 year healthcare/relevant experience or Bachelor's degree in lieu.
• Strong emphasis on patient satisfaction.
• Experience in a high-volume call center preferred.

Responsibilities

• Completes incoming calls independently and accurately.
• Follows the EPIC scheduling process.
• Communicates scheduling changes timely.

Skills

Communication

Accountability

Accuracy

Education

High School diploma or equivalent

Tools

Epic

Cerner

Job description

Patient Service Representative 2 - Call Center

Patient Service Representative 2 - Call Center

1 week ago Be among the first 25 applicants

Job Description

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.

Job Description

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 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.
• 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.
  
  

Minimum Qualifications

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

Preferred Qualifications

• Prior experience in a customer service role with a strong emphasis on patient satisfaction
• Previous employment in a high-volume call center or centralized scheduling environment
• Familiarity with metric-driven performance standards, such as call volume, wait times, or first-call resolution
• Strong communication skills, both verbal and written, with the ability to handle sensitive or confidential information
• Proficiency in using electronic scheduling systems and/or patient management software (e.g., Epic, Cerner)
  
  

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

About Us

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

• Industries

  Hospitals and Health Care

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