Patient Service Representative
- Answers calls and emails in timely manner, meeting performance goals
- Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries
- Documents call information per standard operating procedures
- Answers questions about products, services, retail stores, and general service information
- Verifies insurance carriers in database system
- Resolves customer complaints with problem-solving approach
- Maintains working knowledge of current products and services
- Adheres to HIPAA guidelines and maintains patient confidentiality
- Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification
- Processes payments, orders, and returns
- Troubleshoots equipment issues and provides advanced care solutions
- Resolves escalated issues or hands off with clear documentation
- Serves as resource to Level 1 representatives for knowledge sharing and skill development
- Serves as subject matter expert and primary resource for team
- Conducts new hire training and mentors team members
- Handles escalated calls and complex issues with appropriate follow-up
- Identifies root causes of service issues and collaborates on process improvements
- Prepares reports for leadership and other departments
- Supports departmental standards and Patient Experience initiatives
- Assists with task coordination and ensures adherence to workflows
- Collaborates with supervisor on performance metrics and service excellence
- Deliver exceptional customer service with empathy, patience, and professionalism
- Demonstrate active listening and clear verbal/written communication skills
- Effectively address patient needs, concerns, and inquiries
- Strong problem-solving and analytical thinking abilities
- High attention to detail in documentation and data verification
- Proficient in computers, Microsoft Office, and database systems
- Excellent multitasking and prioritization in fast-paced environments
- High emotional intelligence to handle stressful situations with compassion
- Adaptable and flexible with changing processes and technologies
- Self-motivated with ability to work independently and take initiative
- Strong team collaboration and cooperative work style
- Commitment to continuous learning and professional development
- Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred)
- Understanding of healthcare documentation requirements
- Strict adherence to HIPAA regulations and patient confidentiality
- Full compliance with company policies and referral guidelines
- High school diploma or equivalent required
- Associate’s degree in healthcare administration, Business Administration, or related field preferred
- Previous experience in healthcare, insurance, medical billing, or patient services preferred.
- Knowledge of respiratory therapy or DME services preferred.
- Level I: (Entry Level):
- Level II:
- Lead Level:
- Ability to sit for extended periods with prolonged computer screen exposure
- Must be able to bend, stoop, stretch, stand, and move between sitting/standing positions
- Perform repetitive hand, wrist, and finger motions due to extensive computer and phone use
- Occasional lifting of 5-10 pounds as needed
- Clear speech, hearing ability, and manual dexterity required
- High-volume call center environment with fluctuating stress levels
- Extended computer and telephone use throughout workday
- Potential exposure to angry or upset customers/patients
- Possible exposure to hazardous materials, loud noise, temperature extremes
- Risk of contact with airborne, bloodborne, or other infectious pathogens
- Maintain mental alertness to perform essential job functions
- Demonstrate empathy, compassion, courtesy, and respect for patient privacy
- Effective verbal and written communication skills required
- Flexible scheduling to support business hours and after-hours programs as needed
- Adaptability to varying work levels and office activity fluctuations
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