Patient Services Representative

Innovista Health; Houston (TX); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health coverage options

401(k) with company match

Paid parental leave

Employee Assistance Program

Job summary

Innovista Health is seeking a Patient Services Representative to join our team based in Houston, TX. This role focuses on delivering exceptional customer service to patients and facilitating communication between healthcare professionals.

The successful candidate will assist with patient interactions, appointment scheduling, and documentation while adhering to HIPAA regulations. If you have a passion for healthcare and strong communication skills, we would love to hear from you.

Qualifications

• Proven experience in a call center or customer service role, preferably in a healthcare setting.
• Ability to handle a high volume of calls in a fast-paced environment.
• Ability to maintain confidentiality and adhere to HIPAA regulations.

Responsibilities

• Welcome and greet patients, clients, and visitors with a friendly demeanor.
• Answer and manage inbound calls with professionalism and empathy.
• Schedule and confirm patient appointments efficiently.
• Maintain accurate patient records and ensure data privacy compliance.
• Assist patients with insurance-related queries.

Skills

Strong communication skills

Empathetic and patient-focused approach

Familiarity with medical terminology

Basic computer skills

Bilingual (Spanish)

Tools

Epic electronic medical records system

Job description

Do you wake up every morning inspired to solve problems and make a meaningful impact in healthcare? If so, we want to hear from you.

At Innovista Health, we're leading the effort to drive transformative change in healthcare. We are a full-service value-based care and managed service organization that partners with independent providers to help them navigate, succeed, and thrive in value-based care.

Founded in 2013, Innovista Health offers solutions for providers at every point along the continuum of value-based care, ranging from care management, provider/ACO enablement, and quality improvement to performance insights, reporting, and managed administrative/payment services.

While Innovista Health’s main offices are in Oak Brook, IL and Houston, TX, we have remote employees throughout the US.

We are thrilled to announce a dynamic opportunity for you to become an integral part of our Houston, TX team. As an on-site contributor, you will play a key role in pioneering a pathway toward a more streamlined and effective healthcare system. This position is based at our Briarforest clinic.

Position Overview

We are actively seeking a skilled and compassionate Patient Services Representative (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

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

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.

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.

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.

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

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

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 a 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

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 (mileage and certifications where approved)
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
• Company‑wide socials and gatherings
• "Dress for Your Day" policy