Inova Health is looking for a dedicated Patient Service Representative 2 to join the team. This hybrid role will be full-time day shift from Monday – Friday between Business Hours. (Must Report On-Site As Needed)
Remote Eligibility: This position is eligible for remote/hybrid work for candidates residing in the following states - VA, MD, DC, DE, FL, GA, NC, OH, PA, SC, TN, TX, WV
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.
I nova 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.
- 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 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.
Minimum Qualifications:
- Experience - 1 year healthcare or relevant experience. Or bachelor’s degree in lieu of experience.
- Education: High School or GED
Preferred Qualifications:
- Bilingual proficiency (Spanish) to support a diverse patient population
- Experience working with scheduling, authorizations, or specialty workflows
