Patient Services Representative

Houston

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

Innovista Medical Center is more than a clinic. It's a community hub. Many still feel unseen, unheard, and unsupported when seeing a health care provider. By putting our patients' needs first, we are transforming what it means to get exceptional care. We don't just treat symptoms. We focus on whole-person health—physical and mental well-being, disease prevention, and thoughtful management of chronic conditions.

Innovista Medical Center provides primary care and walk-in services for people of all ages in ten locations in Dallas and Houston. We provide comprehensive healthcare services, including in-office lab work, vaccines, imaging, and telemedicine.

Our values help define the patient experience and how we treat each other.

HEARD: Our care starts with listening well to build relationships and trust.?

UNDERSTOOD: We offer an experience recognizing every patient's history and background.?

IN CONTROL: We provide one place for all primary care needs for the whole family.?

ACTIVELY SUPPORTED: We ensure patients are not alone in the care process, which is much more than what happens during a visit.?

SEEN: We honor the entirety of who each patient is and care for them at the highest level.

If you are looking for a rewarding medical career, we look forward to hearing from you!

We're thrilled to announce a dynamic opportunity for you to become an integral part of our Houston, Texas team. As an onsite contributor, you'll play a key role in pioneering a pathway toward a more streamlined and effective healthcare system.

JOB SUMMARY

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.

DUTIES AND RESPONSIBILITIES

1. Patient Interaction:

Answer and manage inbound and outbound 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.

Apply a high level of critical thinking to ensure first call resolution when possible.

2. Appointment Scheduling:

Efficiently schedule and confirm patient appointments using the designated scheduling system.

Collaborate with various departments to coordinate and optimize appointment availability.

3. Documentation and Record Keeping:

Maintain accurate and confidential patient records during and after each interaction.

Update patient information as needed and ensure compliance with data security and privacy regulations.

4. Insurance Assistance:

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 clinical care team to relay patient observations and concerns.

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.

Requirements:

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

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

Discounts and perks on gym memberships, shopping, travel, recreation, and more

FINANCIAL GROWTH

A yearly discretionary bonus

401(k) with a company match

Rewarding employee referral bonuses

WORK/LIFE BALANCE

Generous paid time off policy that increases with tenure

Nine paid company holidays + three Diversity Days

Paid Parental Leave (up to 6 weeks, subject to applicable waiting period)

Potential to work hybrid or remote and/or create a flexible work schedule (role specific)

JOB SATISFACTION & ADVANCEMENT

Clear career advancement and growth pathways

Continuous education opportunities

Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join

Company-wide socials and gatherings

"Dress for Your Day" policy

An open-door policy that encourages direct communication with our CEO and upper management, fostering transparency and inclusivity in our work culture

Benefits may be subjected to an applicable waiting period.