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Patient Services Representative

3 months ago

Irving, United States Innovista LLC Full time

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 ourDallas, 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

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.
Appointment Scheduling:
  • Efficiently schedule and confirm patient appointments using the designated scheduling system.
  • Collaborate with various departments to coordinate and optimize appointment availability.
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.
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.
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.
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
  • 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 + 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.