Contact Center Representative-PreService II

Texas Children's Hospital; Bellaire (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Bilingual English/Spanish (preferred)

Epic experience helpful

Job summary

Texas Children's Hospital is seeking a Contact Center Representative to handle patient and physician inquiries about appointments, insurance verification, MyChart, and EMR updates, with a focus on a positive patient experience in a fast-paced hospital setting.

Required: High School Diploma or GED and two years in a healthcare contact center, with knowledge of PHI, medical scheduling, patient registration, and customer service best practices.

Qualifications

• High School Diploma/GED
• Two years in contact center or healthcare-related experience
• Medical scheduling and patient registration knowledge
• Understanding PHI privacy requirements
• Basic knowledge of customer service best practices

Responsibilities

• Answer inquiries from patients and physicians about appointments and procedures
• Verify insurance and eligibility, and document requirements in the EMR
• Prepare estimates for patient financial responsibilities when applicable
• Review work queues and prioritize appointments by day and financial risk
• Provide information on MyChart enrollment and other services

Skills

Customer service

PHI privacy

Scheduling knowledge

Communication

Education

High School Diploma or GED

Tools

E-Pro software

Job description

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

About Us

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S. News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.

Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Tower for pediatric research; Texas Children ’ s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children ’ s Hospital West Campus, a community hospital in suburban West Houston; Texas Children ’ s Hospital The Woodlands, the first hospital devoted to children ’ s care for communities north of Houston; and Texas Children’s Hospital North Austin, the new state-of-the-art facility providing world-class pediatric and maternal care to Austin and Central Texas families. We have also created Texas Children ’ s Health Plan, the nation ’ s first HMO focused on children; Texas Children ’ s Pediatrics, the largest pediatric primary care network in the country; Texas Children ’ s Urgent Care clinics that specialize in after-hours care tailored specifically for children; and a global health program that is channeling care to children and women all over the world. Texas Children ’ s Hospital is affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 15,000+ dedicated team members, visit texaschildrenspeople.org for career opportunities.

Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.