Patient Service Representative

About the Job

Position: Patient Service Representative (Customer Service Representative)

Hourly Pay Range: $25 to $30 based on experience

This Is Not a Remote Work Position.

This position requires regular and predictable attendance at our San Jose, California location. Applicants must be able to reliably commute to our office by 9:00 AM Monday through Friday and perform all essential job duties on-site.

My Best Homecare is a leading provider of in-home respiratory medical equipment, specializing in both non-invasive and invasive ventilation, airway clearance therapy, oxygen therapy, and comprehensive respiratory support for patients with complex respiratory conditions.

Our mission is to improve the quality of life for patients and families through compassionate care, clinical excellence, and responsive customer service.

Position Summary:

The Patient Service Representative (PSR) serves as a primary point of contact for patients, caregivers, case managers, physicians, hospitals, and other health care professionals. This role is responsible for coordinating patient services, handling incoming and outgoing calls, processing orders, scheduling services, and ensuring exceptional customer service throughout the patient care journey.

The successful candidate will demonstrate reliability, strong customer service skills, attention to detail and organization, professionalism, and the ability to work effectively in a fast-paced healthcare environment.

Essential Duties & Responsibilities:

• Answer inbound phone calls in a professional and compassionate manner.
• Process orders, coordinate patient intake, scheduling, and follow-up services or home visits.
• Verify and document patient demographics, insurance information, and request insurance authorizations as needed.
• Communicate with the referral care team regarding medical documentation requirements and order status.
• Obtain and upload required medical documentation and physician orders as directed by the supervisor or director.
• Maintain accurate, timely, and thorough documentation of all internal and external communications.
• Process routine patient supply orders per company policy.
• Assist patients with questions regarding respiratory equipment, supplies, deliveries, and services.
• Escalate urgent or unresolved patient concerns in a timely manner.
• Demonstrate a willingness to assist team members across departments as needed, supporting organizational priorities and taking on additional responsibilities as assigned by the management team.
• Ensure HIPAA compliance and patient confidentiality at all times.
• Participate in departmental meetings, training, and quality improvement initiatives.

Qualification Requirements:

• High school diploma or equivalent.
• Minimum 1 year of customer service, healthcare, medical office, call center, or DME experience.
• Strong verbal and written communication skills.
• Excellent phone etiquette and interpersonal skills.
• Strong organizational and multitasking abilities.
• Basic computer proficiency, including Microsoft Office.
• Ability to work independently and collaboratively in a team environment.

Preferred Qualifications:

• Experience in Home or Durable Medical Equipment, respiratory care, healthcare, or medical billing.
• Familiarity with Medicare, Medi-Cal, CCS, and commercial insurance processes.
• Basic knowledge of respiratory equipment such as portable ventilators, home oxygen therapy, etc.
• Due to the significant number of Spanish-speaking patients served by MBHC, bilingual English/Spanish skills are preferred.

Work Environment:

• Fast-paced healthcare office environment.
• Frequent phone and computer use.
• Interaction with patients and caregivers experiencing medical challenges.

Physical Requirements:

• Ability to sit for extended periods while using a computer and telephone.
• Ability to communicate effectively by phone and in person.
• Ability to occasionally lift up to 15 pounds.
• Ability to travel between office locations as needed.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Why Join MBHC?

• Opportunity to make a meaningful difference in patients' lives.
• Supportive team-oriented culture.
• Career growth opportunities.
• Competitive compensation and benefits.
• Work alongside experienced respiratory therapists and other healthcare professionals.
• Opportunity to support one of the most clinically advanced home respiratory programs.
• Be part of a well-respected respiratory DME organization serving patients since 2005.

Benefits:

• Medical, dental, vision, and life insurance.
• Paid holidays and paid time off.
• Retirement plan participation.

Applicants must be legally authorized to work in the United States and must successfully complete all required pre-employment screenings which may include verification of work authorization, employment and professional reference verification, education verification, drug screening (if applicable to the position and permitted by law), compliance with company confidentiality, HIPAA, and patient privacy policies, and a criminal background check conducted only after a conditional offer of employment and in accordance with applicable California law.

My Best Homecare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, national origin, ancestry, physical or mental disability, medical condition, genetic information, military or veteran status, or any other status protected by federal, state, or local law.