Patient Services Representative
4 weeks ago
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 youWe'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 SUMMARYAs 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 preferredBilingual (fluency in speaking Spanish) preferredOther duties as assignedBENEFITS: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) optionsDental and vision coverageCompany-paid benefits (short- and long-term disability, employee life, and accidental death and dismemberment)Employee Assistance ProgramDiscounts and perks on gym memberships, shopping, travel, recreation, and more FINANCIAL GROWTH 401(k) with a company matchRewarding employee referral bonuses WORK/LIFE BALANCE Generous paid time off policy that increases with tenureNine paid company holidays + Diversity DaysPaid Parental Leave (up to 6 weeks, subject to applicable waiting period)JOB SATISFACTION & ADVANCEMENT Clear career advancement and growth pathwaysContinuous education opportunitiesDiversity, Equity & Inclusion Committee with various Business Resource Groups you can joinCompany-wide socials and gatherings"Dress for Your Day" policyAn open-door policy that encourages direct communication with our CEO and upper management, fostering transparency and inclusivity in our work cultureBenefits may be subjected to an applicable waiting period.
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