Patient Service Representative

Job Description

Job Description

Salary:

About Plutus Health Inc.:

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