Patient Relations Manager Jobs in Virginia (NOW HIRING)

Description

SUMMARY OF POSITION:

The Clinical Patient Services Center (CPSC) Specialist serves as a central resource for patient access, clinical coordination, and administrative support This position combines patient service functions with clinical support responsibilities to ensure efficient patient care delivery throughout the practice. The Clinical PSC Specialist acts as a liaison between patients, providers, clinical staff and administrative departments while maintaining a high level of customer service and professionalism.

The Clinical PSC Specialist is responsible for managing patient communications, appointment scheduling, referral coordination, clinical documentation support, and assisting with patient care workflows. This position requires strong organizational skills and medical knowledge. And the ability to work collaboratively in a fast-paced healthcare environment.

DUTIES & RESPONSIBILITIES

Patient Services Responsibilities

Answer incoming patient calls and provide exceptional customer service.

Triage patient inquiries and route concerns to the appropriate clinical or administrative team.

Schedule, reschedule, and confirm office visits, diagnostic testing, procedures, and follow-up appointments.

Verify and update patient demographic, insurance, and contact information.

Conduct appointment reminder, recall, waitlist, and no-show outreach initiatives.

Assist patients with portal access, appointment instructions, and practice information.

Review and explain office policies, appointment requirements, and financial responsibilities.

Collect patient payments and document transactions as needed.

Maintain accurate patient records and documentation with the electronic medical record (EMR).

Clinical Coordination Responsibilities

Monitor and manage EMR work queues, patient cases, and clinical messages.

Process prescription refill requests according to provider protocols.

Coordinate referrals, prior authorizations, diagnostic testing, and specialty appointments.

Communicate test preparation instructions and foll-up activities.

Review incoming records, test results, and patient documents for appropriate routing.

Facilitate communication between patients, providers, hospitals, imaging centers, pharmacists, and other healthcare organizations.

Support care coordination initiatives to improve patient outcomes and reduce gaps in care.

Assist with population health and quality initiatives, including preventive care outreach and annual follow up scheduling.

Administrative Responsibilities

Respond promptly to patient portal messages, voicemails, emails, and EMR communications.

Maintain accurate and timely documentation of all patient interactions.

Support front office operations as needed, including patient check-in and check-out.

Assist with special projects, patient outreach campaigns, and workflow improvement initiatives.

Ensure compliance with HIPAA regulations and practice policies.

Participate in cross-training activities and provide coverage across departments as needed.

Perform additional duties and special projects as assigned.

Requirements

High school diploma or equivalent required.

Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), or equivalent clinical certificate required.

Minimum of two (2) years of experience in a medical office, patient services center, call center, or clinical support role required.

Experience with patient scheduling, referrals, authorizations, and care coordination preferred.

AthenaHealth experience is strongly preferred.

Cardiovascular, pulmonary, or specialty practice experience preferred.

Knowledge of medical terminology, clinical workflows, and healthcare operations.

Understanding of referrals, prior authorizations, prescription refill processes, and insurance verification.

Strong customer service and patient relations skills.

Excellent verbal and written communication skills.

Ability to multitask, prioritize, and manage competing responsibilities.

Strong organizational and problem-solving skills.

Proficiency with electronic medical records (EMR); AthenaHealth experience strongly preferred.

Ability to maintain confidentiality and exercise sound judgement.

Ability to work independently and collaboratively within a multidisciplinary team.

Support provider efficiency through effective communication and care coordination.

May provide coverage across multiple office locations and departments based on operational needs.