Acclara - Patient First Financial Excellence

Patient Services Rep

10713 W Sam Houston Pkwy N, Houston, TX 77064, USA Req #171
Thursday, April 22, 2021
We work hard to make Acclara a great place to work. Our people are our greatest assets, and we encourage employees to grow and develop, assuming greater responsibilities and leadership roles.

The Patient Services Representative is the organization’s liaison between patients, patients' relatives, and the healthcare organization; handles patients' questions and concerns in a confidential and professional manner Familiar with a variety of healthcare concepts, practices, and procedures, including patient and insurance billing. Relies on extensive experience and judgment to plan and accomplish goals. The core responsibilities of a Patient Services Representative are answering inbound calls and making outbound follow up calls while using empathy and soft skills.  Identify type of assistance needed such as updating information, making a payment, payment plan arrangements and insurance related questions to ensure proper account resolution.  This position requires the ability to work independently, accomplish goals, excellent customer service and communication skills, creativity, patience and flexibility while consistently meeting quality assurance and production standards. Patient Services Representatives rely on guidelines established by the organization to perform job functions and work under general supervision in a moderately fast paced environment.  Patient Services Representatives usually report to the department lead or supervisor.



High school diploma or equivalent.  A minimum of one-year previous work experience as a customer service representative is required.  Must have full understanding of customer service and insurance follow-up concepts (i.e. Billing A+, Collections, Managed Care, Medicare, Medicaid and Commercial Practices), and well-developed interpersonal skills.




  • Ability to use proper language, grammar and style, in verbal and written communications
  • Timely arrival and reliable attendance record with willingness to help people every day
  • Basic knowledge of health care industry terms (e.g. primary care, provider, benefits, HIPAA, EOBs, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs and authorizations/referrals
  • Full understanding of HIPAA and PCI protocols
  • Good problem-solving skills to research information using available resources, reference FAQs, and other information resources.
  • Ability to focus completely on listening to caller, understand their message, comprehend the information and respond thoughtfully and professionally. 
  • Ability to source information rapidly in an electronic environment
  • Ability to navigate through multiple software and computer applications
  • Ability to type a minimum of 30 wpm
  • Detail oriented and well organized
  • Ability to perform under pressure in a calm manner while maintaining a professional attitude
  • Basic math skills to be able to calculate discounts, payment plan arrangements, validate contractual and out-of-pocket patient liability
  • Able to meet production standards with minimal errors
  • Ability to be flexible in fast past environment and adapt with change
  • Demonstrates ability to work as a team player and independently











Core responsibilities include but are not limited to the items listed below:


·        Delivers a high-quality patient experience through inbound and outbound call resolution within established protocols with a focus on first call resolution

·        Handle inquires via multiple communications channels in a patient friendly manner

·        Review, Interpret Patient Statements/EOB and Balance

·        Document concerns in a clear and concise manner regarding Patient/Client Follow-up Efforts

·        Identify Contractual and Administrative Adjustments 


This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned



Our Culture

  • We work hard to make Acclara a wonderful place to work. Our people are our greatest assets, and we encourage employees to grow and develop, assuming greater responsibilities and leadership roles.
  • Put the Patient First: The philosophy behind our approach is simple: drive revenue by putting the patient first. While our philosophy is simple, the key to our success is in the details.
  • Hard Work, Diligence to Every Detail, and Passionate Service





  • Physical demands:  While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear.  Specific vision abilities required by the job include close vision, distance vision, color vision peripheral vision, depth perception, and the ability to adjust focus.
  • Work environment:  The noise level in the work environment is usually moderate.


Acclara is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Other details

  • Job Family Operations
  • Pay Type Hourly
  • 10713 W Sam Houston Pkwy N, Houston, TX 77064, USA