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.

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

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: 

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 

Benefits may be subjected to an applicable waiting period.