Patient Service Representative

Inova Health

Patient Service Representative managing patient calls, scheduling, and medical information for Inova, Northern Virginia’s nonprofit healthcare provider. Coordinating appointment needs with clinics, nurses, and physicians.

Posted 8/19/2026full-timeFalls Church • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $20 - $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in patient communication and appointment scheduling, with a strong focus on delivering accurate, high-volume work while meeting contact center metrics. Proficient in documenting medical, financial, demographic, and insurance information in a healthcare setting.

Highest-signal resume keywords

EPIC Scheduling ProcessesPatient InterviewingContact Center MetricsHealthcare ExperienceCommunication Adaptability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient DocumentationWorkflow ImprovementHigh-Volume Work DeliveryMetric Goal AchievementError Minimization

Soft Skills

Independent WorkCommunication SkillsAdaptability

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

HealthcareContact CenterPatient Appointment CoordinationMedical InformationDemographic Information

About the role

Key responsibilities & impact

Complete incoming calls independently without close supervision
Deliver accurate, high-volume work while improving workflow inefficiencies and minimizing repetitive errors
Revise current workflow procedures as needed
Select appropriate communication methods and adapt communication style to the audience
Follow EPIC scheduling processes to identify the best provider for patient appointment needs
Meet contact center metric goals, including Availability Rate, Avoidance Rate, First Call Resolution, Patient Survey Responses, and Quality Assurance Scores
Interview patients and document required medical, financial, demographic, and insurance information
Coordinate communication between patients and practice/clinic front desks, nurses, and physicians regarding medical or appointment needs
Perform additional duties as assigned

Requirements

What you’ll need

3 years of healthcare or relevant experience, or a Bachelor's degree and 2 years of healthcare or relevant experience
High School Diploma or Equivalent
Ability to work full-time, Monday through Friday
Ability to work in a hybrid arrangement
Ability to work independently and complete incoming calls without close supervision
Ability to deliver accurate work while meeting contact center volume and metric goals
Ability to select appropriate communication methods and adjust communication style
Experience or ability to follow EPIC scheduling processes
Ability to interview patients and document medical, financial, demographic, and insurance information

Benefits

Comp & perks

Medical, dental and vision coverage
Team member wellness program
Retirement plan with Inova matching the first 5% of eligible contributions, starting on the first day
Up to $5,250 per year in education assistance
Up to $10,000 in student loan assistance
25 mental health coaching or therapy sessions per person per year at no cost for team members, spouses/partners, and children
Paid time off
Paid parental leave
Flexible work schedules
Remote and hybrid career opportunities
Professional development opportunities