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- 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.
- 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.
- Efficiently schedule and confirm patient appointments using the designated scheduling system.
- Collaborate with various departments to coordinate and optimize appointment availability.
- 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.
- Assist patients with insurance-related queries, including verification, pre-authorizations, and billing inquiries.
- Collaborate with the billing department to address patient payment concerns.
- 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.
- 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.
- 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
- 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
- A yearly discretionary bonus
- 401(k) with a company match
- Rewarding employee referral bonuses
- 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)
- 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
Patient Services Representative - Houston, United States - Innovista LLC
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.
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:
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