Patient Service Representative
Calpion/Plutus Health•Addison, TX
•Remote
About The Position
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.
Requirements
- High school diploma or GED
- Minimum 1–2 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
- 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
Nice To Haves
- Associate degree preferred
- 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
Responsibilities
- 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
- 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
- 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
- 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
- Maintain accurate, timely documentation of all patient interactions
- Comply with HIPAA, company policies, and client-specific guidelines
- Follow call quality, scripting, and performance standards
Benefits
- Opportunity to make a meaningful impact on patient satisfaction
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
