Acclara - Patient First Financial Excellence

Patient Services Support Representative

10713 W Sam Houston Pkwy N, Houston, TX 77064, USA Req #178
Tuesday, April 27, 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.

Job Summary

We are looking for a Support Service Representative for our Patient Services Support Department. The successful candidate will effectively explain policies and procedures when referring to each account for proper resolution. The representative will provide feedback to the department where the concern originated via the CU or Host system. The core responsibilities of a Support Service Representative are to secure payments via the payment center and research insurance/adjustment identifications to ensure proper account resolution. The representative must also provide proper feedback to all departments within 24-48 hours of receipt of the request.


  • Manage a high volume of inbound and outbound calls promptly
  • Deliver high-quality patient experience through inbound and outbound call resolution within established protocols and a first call resolution
  • Accurately receive and process electronic payments from patients
  • Identify customers’ needs by, clarifying information, researching, and providing solutions
  • Review, Interpret Patient Statements/EOB and Balance and basic knowledge of Client Contractual Terms/Agreements (as needed)
  • Obtain supporting documentation regarding Patient/Client follow-up efforts
  • Identify Contractual and Administrative Adjustments
  • Assist and Resolve Patient Inquiries/Request within 24-48 hour period
  • Meet personal/team qualitative and quantitative metrics



  • Previous experience in a patient support role (medical field required)
  • Track record of over-achieving quota (over 60 calls)
  • Medical terminology (preferred)
  • Full understanding of customer service and insurance follow-up concepts (ex. Billing A+, Collections, Managed Care, Medicare, Medicaid, and Commercial Practices)
  • Perfect execution of HIPAA and PCI protocols
  • Ability to exercise basic judgment in identifying and implementing solutions to customer concerns and inquiries with supervision and guidance from managers
  • Basic knowledge of health care industry terms (ex. primary care, provider, benefits, EOBs, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs, and authorizations/referrals)
  • Strong written, verbal, and interpersonal communication
  • Ability to multi-task, set priorities and manage time effectively



  • High school diploma, or equivalent required
  • Preferred minimum 2 year of customer/client service representative (medical insurance follow up processes)

Acclara is an Equal Opportunity Employer


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