Patient Services Representative

Patient Services Representative (TX)

Do you wake up every morning inspired to solve problems and make a meaningful impact in healthcare? If so, we want to hear from you.

At Innovista Health, we're leading the effort to drive transformative change in healthcare. We are a full-service value-based care and managed service organization that partners with independent providers to help them navigate, succeed, and thrive in value-based care.

Founded in 2013, Innovista Health offers solutions for providers at every point along the continuum of value-based care, ranging from care management, provider/ACO enablement, and quality improvement to performance insights, reporting, and managed administrative/payment services.

While Innovista Health's main offices are in Oak Brook, IL and Houston, TX, we have remote employees throughout the US.

We're thrilled to announce a dynamic opportunity for you to become an integral part of our Houston, TX team. As an on-site contributor, you'll play a key role in pioneering a pathway toward a more streamlined and effective healthcare system. This position is based at our Briarforest clinic.

Position Overview:

We are actively seeking a skilled and compassionate Patient Services Representative (TX) to join our dynamic healthcare team based in Texas. As a frontline representative, you will play a pivotal role in providing exceptional customer service to patients and facilitating efficient communication between healthcare professionals. If you have a passion for assisting individuals in a healthcare setting and possess strong communication skills, this role offers an opportunity to contribute to the well-being of our patients.

Responsibilities:

1. Patient Interaction:

• Welcomes and greets patients, clients, and visitors to the department in a manner that is helpful and friendly. Determine purpose of visit and direct patients, clients, visitors to appropriate person to department(s)
• Answer and manage inbound calls with professionalism, empathy, and a patient-centric approach.
• Provide accurate and timely information regarding medical services, appointments, and general inquiries.
• Demonstrate patience and understanding when addressing patient concerns or inquiries.
• Assist with daily patient flow in areas as needed

2. Appointment Scheduling:

• Efficiently schedule and confirm patient appointments using the designated scheduling system.
• Collaborate with various departments to coordinate and optimize appointment availability.
• Oversee and complete patient registration process as needed.
• Confirm patient appointments and complete associated patient registration process.

3. Documentation and Record Keeping:

• Maintain accurate and confidential patient records during and after each interaction.
• Compile medical record charts, reports and correspondence.
• Update patient information as needed and ensure compliance with data security and privacy regulations.

4. Insurance and Patient Payment Assistance:

• Receive payments and post amounts paid to patient accounts.
• Assist patients with insurance-related queries, including verification, pre-authorizations, and billing inquiries.
• Collaborate with the billing department to address patient payment concerns.

5. Communication Coordination:

• Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry.
• Effectively communicate with nursing staff to relay patient observations and concerns.
• Escalate patient status as necessary

6. Adherence to Protocols:

• Adhere to established protocols and guidelines to ensure consistent and high-quality service.
• Follow safety standards and regulations to ensure a secure and compliant call center environment.
• Maintains safe, secure, and healthy work environment by following standards and procedures; complying with legal regulations

7. Team Collaboration:

• Participates in team daily huddle
• Participates in meetings of staff and department meetings.
• Shares acquired knowledge and learning.
• Consistently reports for duty on time.
• Keeps patient's information private and limits conversation of a personal nature in patient's presence.
• Degree of teamwork and cooperation with personnel from other departments.

Requirements:

• This is a 100% in office role
• Proven experience in a call center or customer service role, preferably within a medical or healthcare setting.
• Strong communication skills with the ability to convey complex medical information clearly and concisely.
• Familiarity with medical terminology and procedures.
• Ability to handle a high volume of calls in a fast-paced environment with efficiency and accuracy.
• Empathetic and patient-focused approach when dealing with inquiries and concerns.
• Basic computer skills and proficiency in relevant software applications.
• Ability to maintain confidentiality and adhere to HIPAA regulations.
• Experience with Epic electronic medical records system preferred
• Bilingual (fluency in speaking Spanish) preferred
• Able to rotate weekends, holidays, shifts and center location according to company needs.
• Other duties as assigned

Benefits:

We are committed to creating a culture where everyone feels important, welcomed, and included. We demonstrate this commitment by offering a comprehensive benefits package that fosters opportunities for growth and advancement and supports the physical, mental, and financial wellbeing of our team members.

HEALTH & WELLBEING:

• A choice health coverage, including HMO and PPO, plus Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Dental and vision coverage
• Company-paid benefits (short- and long-term disability, employee life, and accidental death and dismemberment)
• Employee Assistance Program
• Bereavement Leave (full time employees for the loss of an immediate family member)
• Paid Military Leave Benefits
• Discounts and perks on gym memberships, shopping, travel, recreation, and more

FINANCIAL GROWTH:

• A yearly discretionary bonus
• 401(k) with a company match
• Credit Union Banking alternative
• Wellness Rewards with Monetary Incentives
• Rewarding employee referral bonuses

WORK/LIFE BALANCE:

• Flexible schedule and work from home options for numerous roles
• Nine paid company holidays + Sick and Wellness Days + accrued PTO
• Commuter benefits
• Paid Parental Leave (up to 6 weeks, subject to applicable waiting period)

JOB SATISFACTION & ADVANCEMENT:

• Clear career advancement and growth pathways
• Continuous education opportunities and financial reimbursement (mileage and certifications where approved)
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
• Company-wide socials and gatherings
• "Dress for Your Day" policy