Inova Health is looking for a dedicated Patient Service Representative Team Lead to join the team. This role will be full-time, day shift from Monday – Friday between 8:00 am – 4:30 pm. This role will be hybrid with the opportunity to transition into a remote role.
*** Eligible states for remote positions are VA, MD, DC, DE, FL, GA, NC, OH, PA, SC, TN, TX, WV ***
Inova 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.
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 Team Lead Job Responsibilities:
- Oversees and assists team members in assigned functional area, which may include but not limited to, ensuring team is meeting key-deliverables and quality standards, addressing and resolving challenges, managing and tracking performance, and assisting in time management and scheduling; escalates issues to senior leaders as needed.
- 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.
- 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 patient outreach initiatives and team projects as requested by leadership.
- Ensures they have the needed internet services to work successfully from home; If not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support.
- Answers team member questions in Microsoft Teams, answers escalation calls when requested by leadership and assists with any training needs.
- Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
- May assist with new hire training as well as assisting other contact centers based on staffing needs.
Maintain and handles multiple contact center patient appointment scheduling.
Minimum Qualifications:
- Experience: 4 years of healthcare or relevant experience OR Bachelors degree and 3 years of healthcare or relevant experience
- Education: High School diploma or equivalent
Preferred Qualifications:
- Prior experience in a call center or high‑volume contact center environment, preferably within healthcare or patient access operations.
- Demonstrated leadership experience, including peer support, mentoring, acting as a lead or subject matter expert, or assisting with training and onboarding of new team members.
- Strong customer service background, with the ability to manage complex patient interactions, de‑escalate concerns, and provide timely, professional resolution while maintaining high service standards.
Company
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. And 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.
Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.