Patient Service Representative

Patient Service Representative Plutus Health Inc. is a leading provider of Revenue Cycle Management (RCM) services, certified in SOC2 compliance and recognized among the Inc. 5000 fastest-growing private companies. We specialize in revenue cycle optimization for hospitals, physician groups, and healthcare organizations across various specialties. Our commitment to innovation and excellence has earned us recognition as a 2024 EY Entrepreneur Of The Year finalist and one of the top 100 fastest-growing companies in Dallas. Position Summary The Patient Service Representative (PSR) serves as a primary point of contact for patients, assisting with inbound and outbound calls related to medical bills, statements, and payment options. This role focuses on delivering a compassionate, professional patient experience while efficiently resolving billing inquiries, facilitating payments, and addressing basic service complaints in compliance with healthcare and RCM best practices. Key Responsibilities Patient Communication & Call Handling Answer inbound patient calls regarding medical bills, statements, balances, and payment options in a courteous and professional manner Place outbound calls to patients as needed to resolve billing questions or follow up on outstanding balances Clearly explain charges, account activity, and payment options in plain, patient-friendly language Billing & Payment Support Assist patients with making payments via approved payment methods Set up payment plans according to client and company guidelines Provide copies of statements, receipts, and account summaries upon request Accurately document all payment and account interactions in billing systems Statements & Account Assistance Generate, reissue, and explain patient statements Research basic account questions by reviewing billing history, insurance responses, and posted payments Identify when issues require escalation to billing, AR, or supervisor teams Complaint Resolution & Service Recovery Handle basic patient complaints related to billing, communication, or service experience De-escalate emotionally charged situations with empathy and professionalism Escalate complex, unresolved, or sensitive complaints per established protocols Compliance & Documentation Maintain accurate, timely documentation of all patient interactions Comply with HIPAA, company policies, and client-specific guidelines Follow call quality, scripting, and performance standards Required Qualifications High school diploma or GED (Associate degree preferred) Minimum 12 years of experience in: Healthcare call center, medical billing, or patient financial services OR Customer service in a regulated environment (healthcare strongly preferred) Strong verbal communication skills with a calm, empathetic demeanor Ability to explain billing concepts clearly to non-technical audiences Basic computer proficiency and comfort using billing or CRM systems Preferred Qualifications Experience in medical billing, patient collections, or RCM environments Familiarity with insurance terminology (EOBs, deductibles, copays, coinsurance) Prior experience handling patient complaints or sensitive financial conversations Bilingual (English/Spanish) is a plus Key Competencies & Skills Customer-focused and patient-first mindset Strong listening and problem-solving skills Emotional intelligence and conflict de-escalation ability Attention to detail and documentation accuracy Ability to follow scripts, policies, and compliance requirements Dependable, punctual, and organized Work Environment & Expectations US-based role supporting US healthcare patients May require extended screen time and high call volumes Adherence to productivity, quality, and compliance metrics Professional home office setup required for remote roles Why Join Our RCM Team? Opportunity to make a meaningful impact on patient satisfaction