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Patient Service Representative 2 Neurology - Fairfax, United States - Inova Health System
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 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.
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.
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.
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 perform additional duties as assigned.
Additional Requirements
Experience - 1 year healthcare or relevant experience. Or Bachelor's degree in lieu of experience.
Education - High School diploma or equivalent.
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