Patient Services Representative
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Job Description
Remote Patient Services Representative handling patient calls, billing questions, payments, and account issues. Supporting USACS healthcare operations while providing HIPAA-compliant customer service.
Responsibilities:
- Handle high volume inbound calls from patients, patient representatives, attorneys, and insurance companies
- Identify callers’ needs and resolve inquiries accurately and promptly
- Research and document billing issues using standard work policies, procedures, and department resources
- Use escalation protocols for complex accounts
- Clearly communicate USACS billing policies regarding patient accounts
- Identify billing concerns and take proactive steps to minimize negative impacts
- Maintain confidentiality and professionalism in compliance with HIPAA and USACS standards
- Research accounts, process payments and adjustments, and process incoming correspondence
- Adhere to department schedules and attendance policies to ensure call-center coverage
Requirements:
- High school diploma or equivalent
- Experience in call centers, customer service, medical insurance, or billing is helpful, but not required
- Ability to provide the highest quality of customer service
- Exceptional phone skills and active listening
- Ability to adapt communication style to different types of callers while maintaining professionalism, composure, and empathy
- Proficiency with Windows applications, including Excel, Word, and Outlook
- Understanding of medical insurance terminology
- Basic math skills for handling calculations related to payments and balances
- Effective multitasking, prioritization, and time management abilities
- Ability to work independently and collaboratively
- Ability to work in a fast-paced, ever-changing environment
- Willingness to request patient payments and assist in settling account balances
- Employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds
- Required to have close visual acuity
Benefits:
- Medical, dental, and vision insurance options
- Health savings accounts (HSA) and flexible spending accounts (FSA)
- 401(k) employee and employer contributions
- Paid time off, including vacation, sick leave, and company holidays
- Paid parental leave & family support benefits
- Short-term and long-term disability insurance
- Life and accidental death & dismemberment (AD&D) insurance
- Employee assistance programs & wellness resources
- Bonus eligibility, equity, or other incentive programs, depending on the role
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