Patient Service Representative

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 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 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