Patient Service Representative (PSR) - Full Time First Shift
Valley Health, Front Royal, VA, United States
Patient Service Representative serves as the first point of contact for patients within the Valley Health physicians’ network. This is a key role in the patient experience and must demonstrate excellence in all patient and customer encounters including face‑to‑face and telephone interactions. This position assures that a high‑quality patient experience takes place by providing administrative support to the ambulatory care team through excellent customer service, attention to detail and interpersonal skills. This position is responsible for the accurate and appropriate scheduling of patients for optimum care and provider efficiency and for collecting accurate demographic and financial information to ensure full and timely revenue capture.
Appointment Scheduling And Referral Functions
Listen to patient requests for an appointment and schedule an outpatient appointment following clinic scheduling guidelines, offering alternate providers or locations as needed and escalating any unmet needs to the Office Coordinator or Practice Manager.
Electronically select and send appointment reminder letters in accordance with clinic scheduling guidelines.
Utilize available scheduling functions such as Wait Lists to improve patient service.
Follow established clinic scheduling guidelines when canceling or rescheduling appointments; direct any provider or staff requests for schedule changes to the Office Coordinator or Practice Manager for review and approval.
Process urgent referral requests the same day and routine referral requests within 72 hours.
Obtain prior approval or authorization as needed and communicate referral appointment details and instructions to the patient.
Reception Functions
Receive and greet every patient courteously and with a positive tone, ensuring patient needs are met.
Provide new patients with the appropriate documents as determined by the practice.
Escalate emergent situations or expressed patient concerns directly to the Office Coordinator or Practice Manager.
Inform patients about any delays in care delivery occurring in the waiting or exam rooms.
Registration Functions
Obtain all information necessary to complete outpatient registration, capturing accurate demographic and financial/insurance data into the Epic system.
Ensure correct data capture and entry for regulatory agencies and compliance requirements.
Maintain proficiency in all core front‑desk functions (demographic and financial capture, insurance eligibility and verification, regulatory monitoring).
Collection of Payments / Cash Handling
Inform patients of the payment due based on insurance and patient payment method.
Receive and record all payments accurately as dictated by the daily cash verification process.
Maintain and balance the cash drawer according to daily procedures.
Telephone Functions
Answer phones within three rings using a three‑part greeting: clinic name, your name, “How may I help you?”
End calls courteously by asking if there is anything else the patient needs.
Take clear, complete and accurate phone messages or prescription requests using the Epic messaging system.
Health Information Management Functions
Date‑stamp all incoming patient‑related information and deliver it to the appropriate provider or staff member daily.
Prepare accurate correspondence to patients and other entities as directed.
Send requests for routine or subpoenaed medical record releases to the assigned HIM location and handle same‑day requests for continuity of care.
Process and distribute incoming mail promptly in accordance with clinic processes.
Access patient health information only to perform job responsibilities, keeping it confidential and shared on a need‑to‑know basis.
Cross Coverage / Office Support Functions
Cover at other locations performing office functions during staffing shortages or workload adjustments.
Maintain sufficient office supplies and required forms for daily front‑desk operations.
Accurately maintain the departmental filing system, classifying, sorting, distributing and filing documents.
Open and/or close the clinic per practice guidelines.
Similar or Related Duties
Perform other duties as requested and observed.
Education
High School Diploma or equivalent required.
Associate’s degree preferred.
Experience
One year of relevant work experience required; an associate’s degree may substitute for one year of experience.
Qualifications
Customer service experience preferred.
Strong computer, customer service, and communication skills required.
Ability to prioritize work.
Ability to handle confidential information and sensitive situations.
Interpersonal skills to work with diverse people within and outside the organization.
Benefits
Valley Health offers a competitive salary and popular benefits for full‑time employees:
Zero‑Deductible Health Plan
Dental and vision insurance
Generous Paid Time Off
Tuition Assistance
Retirement Savings Match
Robust Employee Assistance Program for emotional wellbeing
Membership in Healthy U, an incentive‑based wellness program
We also provide a health savings account and flexible spending account for childcare, life insurance, short‑term and long‑term disability, and professional development. Several perks accompany working for the largest employer in the region, such as discounts to on‑campus dining and more.
To see the full scale of our benefits, visit valleyhealthbenefits.com.
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Appointment Scheduling And Referral Functions
Listen to patient requests for an appointment and schedule an outpatient appointment following clinic scheduling guidelines, offering alternate providers or locations as needed and escalating any unmet needs to the Office Coordinator or Practice Manager.
Electronically select and send appointment reminder letters in accordance with clinic scheduling guidelines.
Utilize available scheduling functions such as Wait Lists to improve patient service.
Follow established clinic scheduling guidelines when canceling or rescheduling appointments; direct any provider or staff requests for schedule changes to the Office Coordinator or Practice Manager for review and approval.
Process urgent referral requests the same day and routine referral requests within 72 hours.
Obtain prior approval or authorization as needed and communicate referral appointment details and instructions to the patient.
Reception Functions
Receive and greet every patient courteously and with a positive tone, ensuring patient needs are met.
Provide new patients with the appropriate documents as determined by the practice.
Escalate emergent situations or expressed patient concerns directly to the Office Coordinator or Practice Manager.
Inform patients about any delays in care delivery occurring in the waiting or exam rooms.
Registration Functions
Obtain all information necessary to complete outpatient registration, capturing accurate demographic and financial/insurance data into the Epic system.
Ensure correct data capture and entry for regulatory agencies and compliance requirements.
Maintain proficiency in all core front‑desk functions (demographic and financial capture, insurance eligibility and verification, regulatory monitoring).
Collection of Payments / Cash Handling
Inform patients of the payment due based on insurance and patient payment method.
Receive and record all payments accurately as dictated by the daily cash verification process.
Maintain and balance the cash drawer according to daily procedures.
Telephone Functions
Answer phones within three rings using a three‑part greeting: clinic name, your name, “How may I help you?”
End calls courteously by asking if there is anything else the patient needs.
Take clear, complete and accurate phone messages or prescription requests using the Epic messaging system.
Health Information Management Functions
Date‑stamp all incoming patient‑related information and deliver it to the appropriate provider or staff member daily.
Prepare accurate correspondence to patients and other entities as directed.
Send requests for routine or subpoenaed medical record releases to the assigned HIM location and handle same‑day requests for continuity of care.
Process and distribute incoming mail promptly in accordance with clinic processes.
Access patient health information only to perform job responsibilities, keeping it confidential and shared on a need‑to‑know basis.
Cross Coverage / Office Support Functions
Cover at other locations performing office functions during staffing shortages or workload adjustments.
Maintain sufficient office supplies and required forms for daily front‑desk operations.
Accurately maintain the departmental filing system, classifying, sorting, distributing and filing documents.
Open and/or close the clinic per practice guidelines.
Similar or Related Duties
Perform other duties as requested and observed.
Education
High School Diploma or equivalent required.
Associate’s degree preferred.
Experience
One year of relevant work experience required; an associate’s degree may substitute for one year of experience.
Qualifications
Customer service experience preferred.
Strong computer, customer service, and communication skills required.
Ability to prioritize work.
Ability to handle confidential information and sensitive situations.
Interpersonal skills to work with diverse people within and outside the organization.
Benefits
Valley Health offers a competitive salary and popular benefits for full‑time employees:
Zero‑Deductible Health Plan
Dental and vision insurance
Generous Paid Time Off
Tuition Assistance
Retirement Savings Match
Robust Employee Assistance Program for emotional wellbeing
Membership in Healthy U, an incentive‑based wellness program
We also provide a health savings account and flexible spending account for childcare, life insurance, short‑term and long‑term disability, and professional development. Several perks accompany working for the largest employer in the region, such as discounts to on‑campus dining and more.
To see the full scale of our benefits, visit valleyhealthbenefits.com.
#J-18808-Ljbffr