Patient Services Representative (100% in office)

Position Summary

The Patient Services Representative helps patients navigate billing and payment questions with clarity, accuracy, and care.

This role uses strong communication, attention to detail, and confidentiality to resolve routine concerns, process payments, document activity, and escalate issues appropriately.

Qualifications

Required

• Customer service experience with the ability to respond professionally to questions, concerns, and complaints
• Strong listening, problem-solving, and verbal communication skills
• Ability to document information accurately and follow established procedures
• Ability to maintain confidentiality and follow privacy requirements, including HIPAA guidelines
• Ability to work at a computer for extended periods while managing calls and system documentation

Key Responsibilities and Expected Performance Outcomes

Key Responsibilities

• Manage inbound calls and outbound follow-up professionally and on time
• Assess contact needs, gather accurate information, and guide resolution
• Explain routine billing, payment, EOB, and account concerns clearly
• De-escalate complaints and reinforce confidence in the resolution process
• Verify patient information before discussing account details
• Process phone payments and communicate declined payments when applicable
• Document interactions, transactions, complaints, and follow-up accurately
• Escalate issues that exceed role authority or require additional support
• Coordinate with colleagues to complete timely follow-up and accurate resolution
• Follow HIPAA guidelines, company procedures, and assigned work expectations
• Identify recurring issues, service barriers, and process improvement opportunities
• Complete special projects and other duties as assigned

Expected Performance Outcomes

• Routine billing, payment, and EOB inquiries are handled accurately and within procedure
• Calls are answered and managed in a timely manner while minimizing unnecessary delays, drops, or abandoned calls
• Patient verification, confidentiality, and HIPAA requirements are followed consistently
• Interactions, payments, complaints, and follow-up are documented completely and accurately
• Routine concerns are resolved within role authority, and escalations are made promptly when additional support is needed
• Patients receive clear, respectful service that supports confidence in the resolution process

Core Competencies

• Critical Thinking: Identifies contact needs, asks clarifying questions, and applies established procedures to routine concerns
• Dependability: Manages calls, documentation, follow-up, and escalation responsibilities consistently and on time
• Interpersonal Skills: Communicates clearly, listens actively, de-escalates concerns, and maintains professionalism with patients and colleagues
• Organizing & Planning: Prioritizes call handling, captures accurate information, and maintains complete records
• Production: Delivers timely service while supporting accurate payment handling and privacy compliance
• Quality Focus: Follows procedures carefully and protects patient information to support reliable service outcomes