Customer Service ​/ Prior Authorization Representative

Position:Customer Service / Prior Authorization Representative

Location: Houston, TX

Remote Status: On-Site

Customer Service / Prior Authorization Representative

We are seeking an enthusiastic and detail-oriented Customer Service / Prior Authorization Representative to join our team. In this role, you will serve as the first point of contact for our patients while also managing prior authorization requests to help ensure timely access to care.

The ideal candidate will have prior authorization experience in a medical setting, with Radiology experience strongly preferred
. You will work closely with our client medical offices, insurance carriers, and internal teams to obtain authorizations, verify benefits, resolve patient inquiries, and support the Medical Records Department.

• Previous prior authorization experience is required – Minimal 1 year experience required
• Radiology prior authorization experience is strongly preferred
• Experience with medical insurance verification
• Knowledge of commercial insurance plans, Medicare, and Medicaid
• Ability to interpret Explanation of Benefits (EOBs)
• Strong attention to detail and accurate data entry skills
• Excellent communication and customer service skills
• Previous call center or high-volume patient service experience
• A passion for helping patients and providing exceptional customer service

Location: Houston, TX 77041

The Customer Service / Prior Authorization Representative is responsible for responding to patient account inquiries, obtaining and managing insurance prior authorizations, verifying insurance eligibility and benefits, processing patient payments, generating patient statements, and assisting with medical records requests. This position works closely with providers, insurance companies, and patients to ensure services are authorized and patient billing questions are resolved accurately and efficiently.

• Answer incoming calls from patients and customers, identifying the type of assistance needed.
• Obtain, submit, monitor, and document insurance prior authorizations for medical services and procedures.
• Verify insurance eligibility, benefits, authorization requirements, and referral requirements.
• Follow up with insurance carriers regarding pending or denied authorizations and appeals as appropriate.
• Coordinate with physician offices, scheduling staff, and clinical personnel to obtain required documentation for authorization requests.
• Ask appropriate questions and actively listen to identify customer concerns while accurately documenting information in company systems.
• Research patient accounts and healthcare claims using multiple computer systems.
• Ensure appropriate insurance benefits are applied to each patient account.
• Process patient payments and generate patient statements.
• Assist the Medical Records Department by retrieving records for patients, attorneys, and third-party vendors.
• Meet established performance goals for quality, productivity, customer satisfaction, accuracy, and attendance.
• Demonstrate excellence in customer service with every patient interaction.
• Participate in continuing education to remain current on medical billing, insurance regulations, and prior authorization requirements.
• Support other members of the Revenue Cycle team as needed.
• Perform other duties as assigned.
• Customer Service
• Problem Solving
• Analytical Thinking
• Attention to Detail
• Technical Skills
• Oral Communication
• Teamwork
• Organization and Time Management
• Ethics and Confidentiality

• High School Diploma or equivalent required.

• Minimum of one (1) year of customer service experience in a medical office, clinic, hospital, emergency room, or healthcare setting.
• Minimum of one (1) year of prior authorization experience required.
• Radiology prior authorization experience strongly preferred.
• Medical billing and insurance verification experience preferred.

• Knowledge of insurance prior authorization processes and payer requirements.
• Knowledge of commercial insurance, Medicare, Medicaid, and…