Patient Service Representative 4

About Us

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ 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. 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.

About the Role

This role is Full-Time, Monday through Friday, Hybrid.

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; 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.
• May perform additional duties as assigned.

Requirements

• 3 years of healthcare or relevant experience.
• Or Bachelor's degree and 2 years of healthcare or relevant experience.
• High School Diploma or Equivalent.

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, flexible work schedules, and remote and hybrid career opportunities.