Patient Service Representative Job in Midlothian, VA | Robert Half

Patient Service Representative

We are looking for a Patient Service Representative to support individuals and families seeking assistance through a mission-driven non-profit organization in Virginia. This long-term contract opportunity is ideal for someone who communicates clearly, handles sensitive conversations with professionalism, and is committed to delivering a positive service experience. In this role, you will guide callers through program-related questions, help them understand eligibility and participation steps, and ensure each interaction is documented accurately and handled with care.

Responsibilities:

• Respond to inquiries from patients, caregivers, authorized contacts, and other parties with professionalism, empathy, and timely follow-up.
• Explain program offerings, qualification standards, enrollment steps, and available support options in a clear and accurate manner.
• Walk callers through covered services, limitations, and required next actions so they can move forward confidently in the process.
• Help individuals identify helpful resources and gather the information needed to support program participation.
• Record call details and service activity thoroughly within designated documentation systems to maintain complete and accurate files.
• Route complicated questions, complaints, or unresolved service concerns to the appropriate team members for further review.
• Meet established expectations for service quality, responsiveness, productivity, and overall customer support performance.
• Follow organizational procedures and all applicable compliance standards while protecting the integrity of patient and program information.
• Take part in team meetings, training sessions, and continuous improvement efforts, and provide additional support across related functions when operational needs require it.