Patient Care Representative/CC Agent

Contact Center Agent

Hours: Monday - Friday, 8am - 5pm. No weekends and holidays.

Location: 1701 Grandstand, San Antonio TX 78238

Why is HealthTexas Different?

HealthTexas is a physician-owned organization where our primary care doctors are actively working and making a difference in the lives of patients. Are associates serve the healthcare needs of our communities by delivering the HealthTexas Experience; Quality and Compassionate Care, with Outstanding Service. Every Patient. Every Time. We are in the business of improving the quality of lives. Our associates foster a spirit of community with respect for the individual and we strive to be good stewards of resources. Does this sound like you? Work among peers who have the drive, dedication, and loyalty to make a difference in the lives of others.

Why You'll Love Working at HealthTexas

HealthTexas offers both the stability of 27 years and the innovation to adapt to today's needs. We offer learning opportunities and career growth that keep you current with today's movement. We offer free medical benefits for associates, paid time off, and an atmosphere where your efforts are rewarded. Apply today!

Our benefits for full-time employees

• $500 bonus for full time associates
• Competitive salary
• 15 days/ year paid-time off
• Employer paid insurance for associate and competitive insurance for associate family members
• Dental and vision insurance
• Tuition reimbursement
• 401(k) contributions and more!

Position summary:

The Contact Center Agent is responsible for providing excellent customer service to patients, clinics and associates including assistance with scheduling and registration in a fast-paced inbound call center environment.

Responsibilities:

• Provides a high level of professionalism and customer service while delivering first-level support of all inbound calls and directs them to the appropriate personnel.
• Maintains patient scheduling functions and sets patient appointments through established guidelines.
• Interviews and completes the registration process for patients.
• Accurately updates patient records following established guidelines for notes to clinics and providers.
• Follows appropriate standard operating procedures and quickly identifies and escalates high-priority issues.
• Performs professionally when confronted with escalations, emergency, critical, or unusual situations.
• Provides accurate, timely and professional resolution on all supported issues.
• Accurately triages, assigns/escalating tickets per current processes and standards.
• Files and retrieves electronic medical records in accordance with established procedures, while meeting production goals.
• Researches unidentified incoming electronic documents.
• Handles requests for medical records or information and sorts requests according to predetermined priorities.
• Makes phone contact with clinics, departments, physicians, patients and other outside organizations as necessary for the practice operations.
• Maintains patient privacy and adheres to all regulatory requirements.
• Correctly utilizes all required electronic systems.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.
• Other duties as assigned.

Qualifications:

• High school diploma or GED.
• 6 month call/contact center experience or equivalent (answering phones), required.
• 2 years customer service experience (can be combined with call/contact center experience), required.
• Must have had a contact center (or equivalent)/customer service job in the last 8 years, required.
• Must type minimum 35 WPM, required.
• Spanish preferred, NOT required.
• 1 year of Sales experience preferred, NOT required.
• Experience in the healthcare industry and experience with 3rd party payers strongly, preferred.
• Excellent verbal communication skills, active listening skills, attention to detail and problem solving skills.
• Demonstrated data entry and documentation skills, attention to detail.
• Proficient with Microsoft Office applications, EMR systems and computer user

HealthTexas Medical Group