Patient Services Representative

Patient Service RepresentativeProvides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support.Essential Functions and Job ResponsibilitiesLEVEL 1 - Patient Service RepresentativeAnswers calls and emails in timely manner, meeting performance goalsHandles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiriesDocuments call information per standard operating proceduresAnswers questions about products, services, retail stores, and general service informationVerifies insurance carriers in database systemResolves customer complaints with problem-solving approachMaintains working knowledge of current products and servicesAdheres to HIPAA guidelines and maintains patient confidentialityLEVEL 2 - Patient Service RepresentativeAll Level 1 duties plus:Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarificationProcesses payments, orders, and returnsTroubleshoots equipment issues and provides advanced care solutionsResolves escalated issues or hands off with clear documentationServes as resource to Level 1 representatives for knowledge sharing and skill developmentLEVEL 3 – Lead, Patient Service RepresentativeAll Level 1 and 2 duties plus:Serves as subject matter expert and primary resource for teamConducts new hire training and mentors team membersHandles escalated calls and complex issues with appropriate follow-upIdentifies root causes of service issues and collaborates on process improvementsPrepares reports for leadership and other departmentsSupports departmental standards and Patient Experience initiativesAssists with task coordination and ensures adherence to workflowsCollaborates with supervisor on performance metrics and service excellenceCompetency, Skills and AbilitiesCustomer Service & CommunicationDeliver exceptional customer service with empathy, patience, and professionalismDemonstrate active listening and clear verbal/written communication skillsEffectively address patient needs, concerns, and inquiriesTechnical ProficiencyStrong problem-solving and analytical thinking abilitiesHigh attention to detail in documentation and data verificationProficient in computers, Microsoft Office, and database systemsExcellent multitasking and prioritization in fast-paced environmentsProfessional AttributesHigh emotional intelligence to handle stressful situations with compassionAdaptable and flexible with changing processes and technologiesSelf-motivated with ability to work independently and take initiativeStrong team collaboration and cooperative work styleCommitment to continuous learning and professional developmentHealthcare KnowledgeFamiliarity with Medicare, Medicaid, and commercial insurance processes (preferred)Understanding of healthcare documentation requirementsCompliance & ConfidentialityStrict adherence to HIPAA regulations and patient confidentialityFull compliance with company policies and referral guidelinesRequirementsEducation and Experience Requirements:High school diploma or equivalent requiredAssociate's degree in healthcare administration, Business Administration, or related field preferredPrevious experience in healthcare, insurance, medical billing, or patient services preferred.Knowledge of respiratory therapy or DME services preferred.Level I: (Entry Level):One (1) year of work-related experienceLevel II:One (1) year of work-related experience plusTwo (2) years exact job experienceLead Level:One (1) year of work-related experience plusFour (4) years exact job experiencePhysical Demands and Work Environment:Physical RequirementsAbility to sit for extended periods with prolonged computer screen exposureMust be able to bend, stoop, stretch, stand, and move between sitting/standing positionsPerform repetitive hand, wrist, and finger motions due to extensive computer and phone useOccasional lifting of 5-10 pounds as neededClear speech, hearing ability, and manual dexterity requiredWork EnvironmentHigh-volume call center environment with fluctuating stress levelsExtended computer and telephone use throughout workdayPotential exposure to angry or upset customers/patientsPossible exposure to hazardous materials, loud noise, temperature extremesRisk of contact with airborne, bloodborne, or other infectious pathogensMental and Communication DemandsMaintain mental alertness to perform essential job functionsDemonstrate empathy, compassion, courtesy, and respect for patient privacyEffective verbal and written communication skills requiredSchedule RequirementsFlexible scheduling to support business hours and after-hours programs as neededAdaptability to varying work levels and office activity fluctuations