Patient Service Representative (Onsite - San Antonio)

Patient Services Representative

Harbor Health is seeking a personable Patient Services Representative to join our team. Harbor Health is an entirely new multi-specialty clinic group in Texas utilizing a modern approach to co-create health with those who get, give, and pay for it allowing everyone to fully flourish. In this role, you will provide inbound and outbound phone support using telephony and EMR systems, delivering premier service interactions and processing requests with operational accuracy and excellence. The ideal candidate has experience in a contact center environment and the empathy and communication skills to meet members where they are in alignment with our mission of transforming healthcare through our payvider model.

Position Duties & Responsibilities

• Answer all phone calls in a patient, empathetic, and passionately communicative manner
• Schedule appointments and demonstrate active listening to identify member needs, providing information and solutions in a timely manner
• Collect and update new member demographic and insurance information
• Process all requests with the highest degree of operational accuracy
• Provide clear, thorough, and accurate documentation of all interactions with members and individuals acting on their behalf in the electronic health record
• Follow organizational guidelines regarding the use of the EMR in compliance with HIPAA and member confidentiality standards
• Maintain access to the Health Information Exchange (HIE) and other related systems
• Work with Health Information Technology to proactively identify member care needs
• Navigate members to appropriate care as assigned
• Meet performance goals for member experience, quality, productivity, and all performance metrics
• Participate in special projects and perform other duties as assigned

Desired Professional Skills & Experience

Required:

• High School Diploma or GED
• 1 year of experience in contact centers, pre-access, patient access, or a physician practice office
• Strong phone and verbal communication skills with active listening
• Member focus and adaptability to different personality types
• Ability to multitask, set priorities, and manage time effectively
• Ability to work a flexible work schedule
• English language proficiency

Preferred:

• Bilingual in English/Spanish
• Associate's degree
• Familiarity with call center systems and practices
• Ability to understand and navigate EMR platforms
• Knowledge of healthcare industry terminology, insurance, and medical billing processes

Physical Requirements:

• Ability to sit or stand for extended periods of time
• Frequent keyboarding and ability to view a computer screen for long periods of time

What We Offer

• Competitive salary and incentives
• Generous PTO
• 10 paid holidays
• Medical, Dental, and Vision Insurance
• 401(k) Investment Plan
• Company Equity

At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. If you are passionate about healthcare and want to build something new together, we'd love to hear from you. Please apply to be a part of our team!