Acclara - Patient First Financial Excellence

Patient Services Representative

10713 W Sam Houston Pkwy N, Houston, TX 77064, USA Req #177
Thursday, May 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 Call Center Representative for our Patient Service Department. The successful candidate will accept ownership for effectively solving patient issues, complaints, and inquiries, keeping patient satisfaction at the core of every decision and behavior. The core responsibilities of a Patient Services Associate are answering inbound calls and making outbound follow-up calls while using empathy and soft skills.


  • 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
  • Document records of all conversations in our call center database in a comprehensible way
  • Frequently attend educational seminars to improve knowledge and performance level
  • 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
  • Required minimum 1 year of medical billing experience
  • Preferred minimum 1 year of high call volume experience


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