Patient Services Representative

Job Description

Job Description

Job Title: Patient Services Representative

Job Type: Full Time

Available to work: 8AM – 6PM; Monday – Friday, Weekends as required.

Location: Grand Rapids Business Operations Center 

Compensation: $22/hr for all new hires; $24/hr for bilingual (Spanish) 

Please Note: This position is always open for applications. While we may not have an immediate opening at the time of your submission, we review applications on an ongoing basis and will reach out if and when a suitable opportunity becomes available.

HealthBridge Financial, Inc. is a first-of-its kind financial security solution that provides a resource to help patients bridge the gap between the high cost of healthcare and their financial wellbeing.

Patient Services Representatives are responsible for managing inbound and outbound patient communications while delivering exceptional customer service. As the primary point of contact for patients regarding their medical balances, representatives educate patients on their financial responsibility, collect payments, and establish appropriate payment arrangements to help resolve outstanding accounts. The representative also handles billing statement reviews, insurance updates, and account-related concerns, helping patients understand their options and successfully resolve outstanding issues. Outbound calling activities are focused on proactively contacting patients with outstanding balances to secure payment in full or establish a payment plan commitment. Every patient interaction is viewed as an opportunity to move accounts toward financial resolution while providing a positive patient experience.

Responsibilities include: 

• Confidently discuss patient balances, request payment, overcome objections, and guide patients toward an appropriate payment plan when full payment is not possible.
• Research and resolve billing and insurance-related issues, educate patients on available options, and drive accounts toward successful resolution through payment or payment plan enrollment.
• Ability to seamlessly transition between inbound and outbound calls while maintaining professionalism and focus. This role requires managing a high volume of inbound and outbound payment calls. 
• Must demonstrate strong adherence to compliance driven policies, procedures, and scripts to ensure consistency and accuracy in all interactions.
• Responding to patient inquiries with compassion and active listening to select the best solution efficiently. Identify additional patient needs and connect patients with the appropriate department or resources for assistance.
• Consistently achieve departmental KPIs, including quality assurance, productivity, schedule adherence, attendance, and payment collection objectives.
• All other duties as required. 

Education, Experience and Qualifications:

• Previous experience in collections, patient financial services, medical billing, customer service, or a high-volume contact center preferred.
• Ability to confidently discuss financial obligations, negotiate payment solutions, and meet quality, productivity, and attendance expectations.
• Proficient in navigating multiple computer systems simultaneously while actively engaging with patients on phone calls. This includes entering data and processing payments using a keypad with accuracy and efficiency.
• Excellent communication skills: can adapt to new and different situations, read others' behavior, have difficult conversations with ease, and defuse and resolve conflict.
• Strong knowledge of PC operations and software is required, including Outlook and Word.
• Must be able to attend a mandatory 3-week training session with 0 absences.
• High school diploma or equivalent.
• This position is on-site at our Grand Rapids Business Operations Center 

Please Note: This position is always open for applications. While we may not have an immediate opening at the time of your submission, we review applications on an ongoing basis and will reach out if and when a suitable opportunity becomes available.