New

Patient Service Representative 2 - Imaging Scheduling

Inova Health System
medical insurance, parental leave, paid time off, remote work
United States, Virginia, Fairfax
Jul 18, 2025
Inova Health is looking for a dedicated Patient Service Representative 2 to join the team. This role will be full-time day shift from Monday - Friday, 9:45 a.m. - 6:15 p.m. 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. 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; 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. Minimum Requirements: Experience - 1 year healthcare or relevant experience. Or Bachelor's degree in lieu of experience. Education - High School diploma or equivalent. Preferred Qualifications: Experience with EPIC or other electronic health record (EHR) systems, specifically in scheduling workflows for imaging or diagnostic services. Previous contact center or call center experience in a healthcare setting, with a proven track record of meeting or exceeding key performance metrics (e.g., Availability Rate, First Call Resolution, QA Scores). Familiarity with radiology and diagnostic terminology, procedures, and scheduling requirements. Strong understanding of medical insurance processes, including verifying benefits and obtaining prior authorizations for imaging services. Proficient in remote work technology with the ability to troubleshoot basic technical issues and provide seamless patient service from a home environment. 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