Patient Service Representative

About the Job THIS IS NOT A REMOTE WORK POSITION. Patient Service Representative (Customer Service Representative) My Best Homecare is a leading provider of home respiratory and durable medical equipment services specializing in non-invasive and invasive ventilation, airway clearance therapy, oxygen therapy, and complex respiratory support for adult and pediatric patients in the home setting. 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, referral sources, physicians, hospitals, and internal departments. This role is responsible for coordinating patient services, handling incoming and outgoing calls, processing documentation, scheduling services, and ensuring exceptional customer support throughout the patient care journey. The ideal candidate is compassionate, highly organized, detail-oriented, and comfortable working in a fast-paced healthcare environment. Essential Duties & Responsibilities: Answer inbound phone calls from patients, caregivers, hospitals, clinics, and physicians in a professional and compassionate manner. Process orders, coordinate patient intake, scheduling, and follow-up services. Verify and document patient demographic, insurance information and request insurance authorization as required. Communicate with referral sources regarding documentation requirements and order status. Obtain and upload required medical documentation and physician orders. Assist patients with questions regarding respiratory equipment, supplies, deliveries, and services. Review patient records and process patient supply requests per company policy. Maintain accurate, timely, and thorough documentation of all patient communications. Escalate urgent patient or service concerns appropriately. Support insurance authorization and documentation workflows when needed. Ensure HIPAA compliance and patient confidentiality at all times. Participate in department meetings, training, and quality improvement initiatives. Qualifications: Required: 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 and web-based systems. Ability to work independently and collaboratively in a team environment. Preferred: Experience in home medical equipment (DME), respiratory care, healthcare, or medical billing. Familiarity with Medicare, Medi-Cal, CCS, and commercial insurance processes. Bilingual English/Spanish strongly preferred. Knowledge of respiratory equipment such as oxygen, CPAP/BiPAP, ventilators, suction machines, and nebulizers. Work Environment: Fast-paced healthcare office environment. Frequent phone and computer use. Interaction with patients and caregivers experiencing medical challenges. May occasionally assist with coordination involving urgent respiratory equipment needs. Why Join MBHC? Opportunity to make a meaningful difference in patients' lives. Supportive team-oriented culture. Career growth opportunities within respiratory healthcare. Competitive compensation and benefits. Work alongside experienced Respiratory Therapists and healthcare professionals. Be part of a respected California respiratory DME organization serving patients since 2005. Benefits: Medical, dental, and vision insurance. Paid time off and holidays. 401(k). Employee training and development. Opportunities for advancement. Schedule: Full-time. Monday-Friday. Compensation: Competitive hourly pay from $25 to $30 based on experience. Potential performance incentives. Equal Opportunity Employer My Best Homecare is an Equal Opportunity Employer committed to creating an inclusive and respectful workplace for all employees. About the Company My Best Homecare is a premier complex respiratory care provider for home medical equipment. Our sole mission is to provide the best available home respiratory medical equipment, service, and support for patients living at home.