Job Description

We are a group of providers united by our clinically integrated, high-performance network and shared belief that physician autonomy is key to improving healthcare. As a physician-led medical group, we provide the tools, talent, and technology that enable you to improve patient care and your practice’s economic outcomes. We remove administrative work to help you transition to and thrive in value-based care so you can focus on patients, not paperwork and policy.

The Patient Service Representative is the primary point of contact for our patients, managing both in-person arrivals and a high volume of telephonic inquiries. This role greets, instructs, and directs patients/visitors while maintaining professional call-handling standards. The PSR ensures clinical schedules are optimized through efficient check-in/out and proactive phone management.

Essential Job Duties:

• Act as the primary responder for inbound calls and manage multiple phone lines with professional etiquette to ensure minimal hold times.

• Manage patient communications via phone, email, and patient portals to confirm appointments and answer non-clinical inquiries.

• Greet in-person visitors and perform "virtual check-ins" over the phone to verify all demographic and insurance information at every touchpoint.

• Navigate Electronic Health Record (EHR) systems to schedule, reschedule, and cancel appointments according to specific provider protocols.

• Collect co-pays, co-insurance, or balances over the phone and in person.

• Direct patients to Patient Financial Specialists (PFS) for complex financial agreements or insurance updates.

• Communicate real-time schedule updates, such as late arrivals or urgent "work-ins," to clinical staff to maintain steady patient flow.

• Monitor call queues and patient wait times, utilizing de-escalation techniques when necessary to ensure a positive patient experience.

• Batch and balance all monies and transactions daily and complete end-of-shift activity reports with 100% accuracy.

• Follow all HIPAA guidelines regarding the protection of Personal Health Information (PHI) in both verbal and digital formats.

Qualifications

• 2+ years of experience in a clinical setting or high-volume medical call center.

• Exceptional verbal communication skills with the ability to convey empathy and clarity over the phone while simultaneously entering data.

• Technical proficiency navigating EHR software

• Strong organizational skills

• High School Graduate or GED

Physical Demands

Requires sitting for long periods of time, working in an office environment with some bending and stretching. Working under stress and prolonged use of telephone required. Manual dexterity required for use of calculator and computer.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. We understand that healthcare is local and we are better when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.