Patient Service RepresentativePlutus 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 SummaryThe 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 ResponsibilitiesPatient Communication & Call HandlingAnswer inbound patient calls regarding medical bills, statements, balances, and payment options in a courteous and professional mannerPlace outbound calls to patients as needed to resolve billing questions or follow up on outstanding balancesClearly explain charges, account activity, and payment options in plain, patient-friendly languageBilling & Payment SupportAssist patients with making payments via approved payment methodsSet up payment plans according to client and company guidelinesProvide copies of statements, receipts, and account summaries upon requestAccurately document all payment and account interactions in billing systemsStatements & Account AssistanceGenerate, reissue, and explain patient statementsResearch basic account questions by reviewing billing history, insurance responses, and posted paymentsIdentify when issues require escalation to billing, AR, or supervisor teamsComplaint Resolution & Service RecoveryHandle basic patient complaints related to billing, communication, or service experienceDe-escalate emotionally charged situations with empathy and professionalismEscalate complex, unresolved, or sensitive complaints per established protocolsCompliance & DocumentationMaintain accurate, timely documentation of all patient interactionsComply with HIPAA, company policies, and client-specific guidelinesFollow call quality, scripting, and performance standardsRequired QualificationsHigh school diploma or GED (Associate degree preferred)Minimum 1–2 years of experience in: Healthcare call center, medical billing, or patient financial services ORCustomer service in a regulated environment (healthcare strongly preferred)Strong verbal communication skills with a calm, empathetic demeanorAbility to explain billing concepts clearly to non-technical audiencesBasic computer proficiency and comfort using billing or CRM systemsPreferred QualificationsExperience in medical billing, patient collections, or RCM environmentsFamiliarity with insurance terminology (EOBs, deductibles, copays, coinsurance)Prior experience handling patient complaints or sensitive financial conversationsBilingual (English/Spanish) is a plusKey Competencies & SkillsCustomer-focused and patient-first mindsetStrong listening and problem-solving skillsEmotional intelligence and conflict de-escalation abilityAttention to detail and documentation accuracyAbility to follow scripts, policies, and compliance requirementsDependable, punctual, and organizedWork Environment & ExpectationsUS-based role supporting US healthcare patientsMay require extended screen time and high call volumesAdherence to productivity, quality, and compliance metricsProfessional home office setup required for remote rolesWhy Join Our RCM Team?Opportunity to make a meaningful impact on patient satisfaction