Patient Service Representative (Onsite - San Antonio)

 Harbor Health looking for a personable Patient Services Representative to become a member of our team. Harbor Health is an entirely new multi-specialty clinic group in Austin, TX utilizing a modern approach to co-create health with those who get, give, and pay for it, allowing everyone to fully flourish. Join us as we build a fully integrated system that connects care to a better payment model that truly puts the human being at the center.

As a Patient Service Representative, you will offer inbound and outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a contact center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence. 

Our Patient Services Representatives will be responsible for:

• Answer all phone calls in a patient, empathetic, and passionately communicative manner  
• Consistently process requests with the absolute highest degree of operational accuracy 
• Schedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely manner  
• Collect and update new patient’s demographic and insurance information 
• Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records 
• Follow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards 
• Maintain access to the Health Information Exchange (HIN) and other related systems 
• Maintain and work with Health Information Technology to proactively identify the need for patient care 
• Navigate patient to care, as assigned 
• Meeting performance goals for client experience, quality, productivity, and all performance metrics
• Participating in special projects and performing other duties as assigned

Successful Contact Center Representatives will have:

• High school diploma or GED
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities, and manage time effectively
• Ability to work a flexible work schedule
• English language proficiency
• 1 year of experience in contact centers, pre-access, patient access, and/or physician practice office

Additional Skills & Experiences Preferred include:

• Bilingual (Spanish) proficiency
• Associates degree
• Familiarity with call center systems and practices
• Ability to understand and navigate EMR platforms

Physical Requirements of the role include:

• Ability to sit (or stand if preferred) for long periods of time
• Frequent keyboarding and ability to view a computer for a long period of time

If you are passionate about health care and you want to create something new together, please apply to be a part of our team!