Patient Representative Coordinator

Innovista Health; Mesquite (TX); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health coverage

Dental & vision

Disability & life insurance

PTO & holidays

Bonus opportunities

Job summary

Innovista Health in Texas is seeking a Patient Representative Coordinator (TX) to deliver frontline service, greet patients, manage calls, schedule appointments, and coordinate care with clinical teams.

You will handle registrations, insurance questions, patient records, and HIPAA privacy while working in-office with a team. Bilingual Spanish is preferred; weekend and holiday rotation may apply.

Qualifications

• Experience in a call center or customer service role within a healthcare setting.
• Strong communication skills enabling clear, concise information exchange with patients.
• Familiarity with medical terminology and procedures.
• Ability to maintain confidentiality and adhere to HIPAA regulations.

Responsibilities

• Greet and assist patients, manage inquiries, and direct to appropriate departments.
• Schedule and confirm appointments using the scheduling system; assist with patient registration.
• Maintain accurate, confidential patient records and ensure data privacy compliance.
• Assist patients with insurance questions, including verification and billing inquiries.
• Coordinate communication between nursing staff and departments; escalate patient status when needed.
• Follow protocols to ensure high-quality service and a secure call center environment.
• Participate in team huddles and meetings; share knowledge and maintain punctual attendance.

Skills

Call center experience

Customer service

Strong communication

HIPAA compliance

Epic EMR

Bilingual Spanish

Tools

Epic EMR

Job description

Position Overview:

We are actively seeking a skilled and compassionate Patient Representative Coordinator (TX) to join our dynamic healthcare team based in Texas. 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.

Responsibilities:

1. Patient Interaction:

• Welcomes and greets patients, clients, and visitors to the department in a manner that is helpful and friendly. Determine purpose of visit and direct patients, clients, visitors to appropriate person to department(s)
• Answer and manage inbound 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.
• Assist with daily patient flow in areas as needed

2. Appointment Scheduling:

• Efficiently schedule and confirm patient appointments using the designated scheduling system.
• Collaborate with various departments to coordinate and optimize appointment availability.
• Oversee and complete patient registration process as needed.
• Confirm patient appointments and complete associated patient registration process.

3. Documentation and Record Keeping:

• Maintain accurate and confidential patient records during and after each interaction.
• Compile medical record charts, reports and correspondence.
• Update patient information as needed and ensure compliance with data security and privacy regulations.

4. Insurance and Patient Payment Assistance:

• Receive payments and post amounts paid to patient accounts.
• Assist patients with insurance‑related queries, including verification, pre‑authorizations, and billing inquiries.
• Collaborate with the billing department to address patient payment concerns.

5. Communication Coordination:

• Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry.
• Effectively communicate with nursing staff to relay patient observations and concerns.
• Escalate patient status as necessary

6. 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.
• Maintains safe, secure, and healthy work environment by following standards and procedures; complying with legal regulations

7. Team Collaboration

• Participates in team daily huddle
• Participates in meetings of staff and department meetings.
• Shares acquired knowledge and learning.
• Consistently reports for duty on time.
• Keeps patient’s information private and limits conversation of a personal nature in patient’s presence.
• Degree of teamwork and cooperation with personnel from other departments.

Requirements

• This is an 100% in office role
• 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
• Able to rotate weekends, holidays, shifts and center location according to company needs.
• Other duties as assigned

Benefits

Weare 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 We

• 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)
• Fees 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

• Wellness Rewards with Monetary Incentives401(k) with a company match
• Credit Union Banking a
• Flexible schedule and work from home options for numerous roles
• A yearly discretionary bonus
• Rewarding employee referral bonuses

WORK/LIFE BALANCE

• 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 (mileage and certifications. This varies based on leadership and relevance to job)
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
• Company‑wide socials and gatherings