Patient Service Representative
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.
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
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
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