Patient Services Representative

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 Dallas, 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 
• Bereavement Leave (full time employees for the loss of an immediate family member)  
• Paid Military Leave Benefits  
• Discounts and perks on gym memberships, shopping, travel, recreation, and more 

FINANCIAL GROWTH 

• A yearly discretionary bonus 
• 401(k) with a company match 
• Credit Union Banking alternative  
• Wellness Rewards with Monetary Incentives  
• Rewarding employee referral bonuses 

WORK/LIFE BALANCE 

• Flexible schedule and work from home options for numerous roles  
• Nine paid company holidays Sick and Wellness Days accrued PTO  
• Commuter benefits  
• Paid Parental Leave (up to 6 weeks, subject to applicable waiting period) 

JOB SATISFACTION & ADVANCEMENT 

• Clear career advancement and growth pathways 
• Continuous education opportunities and financial reimbursement*  
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join 
• Company-wide socials and gatherings 
• "Dress for Your Day" policy 

Benefits may be subjected to an applicable waiting period.