Contact Ctr Rep II-PreService - Customer Care Contact Center - Business Services Group

Position: Contact Ctr Rep II-PreService - Customer Care Contact Center - Business Services Group

Job ID: 155387

Location: US-TX-Houston


Talent Area: Administrative Support

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 7a - 7p Monday - Friday

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 14,000+ dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at   Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.    


We are searching for a Contact Center Representative—someone who works well in a fast-paced hospital setting. You’ll field general inquiries from patients and physicians for information related to scheduled appointments and procedures, insurance verification, My Chart, and customer service needs, confirm correct payer plan, verifies coverage and eligibility, documents authorization requirements and updates demographic information in the EMR, checks referral status, provides information on My Chart enrollment and provides other necessary information to ensure a positive patient experience.

Do you think you’re the right person for the job?

Responsibilities :

Job Duties & Responsibilities

  • Answering inbound or making outbound calls to customers with queries in relation to their account, in a timely, efficient and professional manner
  • Contact Center Pre-Service Insurance Verification Responsibilities
  • Complete and submit required approval forms to responsible party. Ensures the insurance referral has been obtained prior to date of service
  • When applicable prepares estimate for patient out-of –pocket responsibilities using E-Pro software
  • Responsible for reviewing assigned work queues and prioritizing appointments by day of week and financial risk



  • High School Diploma/GED
  • Two (2) years of contact center, customer service, and/or other experience in a healthcare setting (Associate or Bachelor’s degree may be substituted for the experience requirement)
  • Medical scheduling and patient registration knowledge
  • Understanding patient privacy requirements for protected health information (PHI)
  • Basic knowledge of best practice standards for customer service and management of customer expectations
  • Preferred:
  • Bilingual: English and Spanish (If communicating in a language other than English, the incumbent must pass and maintain the Health Care Language Proficiency or Interpreter Assessment by MasterWord Interpreter Services. See TCH Policy PS102)
  • Previous experience with insurance claims filings dealing with Surgery or Radiology
  • Previous experience with Epic helpful


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