Patient Service Representative

The Patient Service Representative serves as a primary point of contact for patients, families, and healthcare partners. This role is responsible for addressing inquiries, resolving billing and account concerns, and coordinating care information across administrative and medical teams. The ideal candidate actively listens to patient needs, maintains strict confidentiality under healthcare regulations, and facilitates smooth administrative and financial interactions.

Key Responsibilities

• Inbound Patient Support: Answer incoming calls promptly in adherence to departmental standards; address patient queries, account concerns, and general inquiries with empathy and professionalism.
• Account Resolution & Collections: Place outbound calls and handle inbound inquiries regarding outstanding balances; assist patients and third-party payers (e.g., insurance providers) with billing clarifications, payment arrangements, and account reconciliation.
• Coordination of Care & Information: Liaise between patients, family members, medical staff, and administrative teams to ensure patient needs are understood and addressed in alignment with facility policies and available resources.
• Regulatory Compliance: Maintain full compliance with HIPAA and relevant privacy regulations by safeguarding all Protected Health Information (PHI) across spoken, written, and digital communications.
• Operational Reliability: Consistently meet departmental performance metrics, attendance standards, and schedule requirements, supporting collaborative team and organizational goals.
• General Administration: Perform related administrative and clerical duties as assigned to support department workflows.

Qualifications & Experience

• Education: Associate degree, completion of at least two years of college coursework, or equivalent practical experience (medical-related coursework or degree is an advantage).
• Experience: Prior experience in customer service, call center, or healthcare administrative settings; at least 1 year of call center experience handling medical accounts or healthcare programs is preferred.
• Communication Skills: Strong verbal and written communication skills with the ability to convey complex billing and care information clearly and empathetically.
• Data & Calculations: Basic proficiency in numerical calculations for payment processing, billing reconciliation, and balance inquiries.
• Technical Skills: Proficiency in email, electronic medical record (EMR)/billing platforms, and general office productivity tools.
• Work Ethic & Autonomy: High attention to detail, strong organizational and prioritization skills, self-motivation, and the ability to handle confidential records responsibly with minimal direct supervision.
• Availability: Flexibility to adapt to changing schedule requirements as operational needs dictate.