About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

Clinic Location:  4543 Post Oak Place Houston TX 77027

As a Patient Service Representative, you will offer inbound and outbound phone support using telephony and EMR systems. 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.

How You Will Get Things Done:  

• 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 

How You Will Build Trust: 

• Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chat  

• Ensure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed  

• Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations  

How You Will Innovate: 

• Use HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated 

Experience to Drive Change: 

• High school diploma or GED 

• 1+ year of experience working in a fast paced, high growth call center 

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