Contact Center Representative-PreService II

TCH Medical Center; Bellaire (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Bilingual EN/ES

Job summary

TCH Medical Center seeks a Contact Center Representative to support patients and physicians with appointments, insurance verification, and My Chart access. You will confirm payer plans, verify coverage, and document demographics in the EMR while maintaining patient privacy and high service standards.

Ideal candidates have a high school diploma, 2+ years in healthcare or contact centers, and familiarity with medical scheduling and PHI regulations.

Qualifications

• High School Diploma or GED required.
• Two years in a contact center or healthcare-related role preferred.
• Knowledge of medical scheduling and patient registration.
• Understanding of HIPAA/PHI privacy requirements.
• Strong customer service skills and ability to manage expectations.

Responsibilities

• Answer inbound or outbound calls with professional, timely service.
• Manage pre-service insurance verification tasks.
• Submit required authorization forms and ensure referrals are in place before service date.
• Prepare estimates for patient out-of-pocket costs when applicable.
• Review work queues and prioritize appointments by day and financial risk.

Skills

Customer service

Healthcare experience

PHI privacy

Scheduling knowledge

Bilingual EN/ES

Education

High School Diploma/GED

Job description

We are searching for a Contact Center Representative—someone who works well in a fast-paced hospital setting. You’ll field general inquiries from patients and physicians for information related to scheduled appointments and procedures, insurance verification, My Chart, and customer service needs, confirm correct payer plan, verifies coverage and eligibility, documents authorization requirements and updates demographic information in the EMR, checks referral status, provides information on My Chart enrollment and provides other necessary information to ensure a positive patient experience.

Do you think you’re the right person for the job?

Job Duties & Responsibilities

• Answering inbound or making outbound calls to customers with queries in relation to their account, in a timely, efficient and professional manner
• Contact Center Pre-Service Insurance Verification Responsibilities
• Complete and submit required approval forms to responsible party. Ensures the insurance referral has been obtained prior to date of service
• When applicable prepares estimate for patient out-of –pocket responsibilities using E-Pro software
• Responsible for reviewing assigned work queues and prioritizing appointments by day of week and financial risk

Requirements

• High School Diploma/GED
• Two (2) years of contact center, customer service, and/or other experience in a healthcare setting (Associate or Bachelor’s degree may be substituted for the experience requirement)
• Medical scheduling and patient registration knowledge
• Understanding patient privacy requirements for protected health information (PHI)
• Basic knowledge of best practice standards for customer service and management of customer expectations

Preferred:

• Bilingual: English and Spanish
• Previous experience with insurance claims filings dealing with Surgery or Radiology
• Previous experience with Epic helpful