Patient Service Representative - (Remote) Philippines

PSR – Call Center Duties

• Answer incoming patient calls and provide professional, courteous customer service.
• Assist patients with questions regarding their accounts, including account balances, insurance information, and claims processing.
• Process and post patient credit card (CC) payments accurately and securely.
• Update and maintain accurate patient demographic information as needed.
• Add, verify, and maintain patient insurance eligibility and coverage information.
• Update patient insurance information when changes occur.
• Bill and rebill claims to insurance companies as needed to support accurate and timely claim processing.
• Send patient accounts for review when discrepancies or issues require further investigation, including balance discrepancies, claims reviews, patient refunds, and Self-Pay Financial Assistance (SFS) adjustments.
• Review patient account information and identify discrepancies requiring additional research or escalation.
• Document patient interactions, account updates, and payment or insurance activity accurately in the appropriate system.
• Maintain patient confidentiality and follow HIPAA requirements and organizational policies.
• Follow up on patient requests when required.
• Manage voicemail, portal messages, and other patient communications as assigned.
• Handle patient requests, concerns, and complaints professionally.

Qualifications:

• Fluent in Spanish and English, with strong verbal and written communication skills.
• Excellent customer service and communication skills, with the ability to interact professionally with patients, healthcare providers, and insurance representatives.
• Previous experience in healthcare, medical offices, patient services, or customer service is preferred.
• Knowledge of patient scheduling, appointment coordination, registration, and intake processes.
• Familiarity with EMR/EHR systems and basic healthcare terminology.
• Must be proficient to any of the EMR mentioned (ECW, Athena, Athena Dental, Dentrix, NextGen, Epic, CloudCraft, Healthpac, Allscripts/Veradigm )
• Ability to verify and update patient demographics, insurance information, and medical records accurately.
• Strong understanding of patient privacy and HIPAA compliance.
• Able to handle high-volume calls, patient inquiries, and appointment requests efficiently.
• Strong problem-solving and multitasking skills, with excellent attention to detail.
• Professional, empathetic, and patient-focused when handling sensitive or challenging situations.
• Ability to communicate clearly with Spanish-speaking patients and provide assistance throughout the patient experience.
• Comfortable working independently and as part of a healthcare team.
• Strong organizational skills and ability to prioritize tasks in a fast-paced environment.
• Reliable, professional, and committed to maintaining a positive patient experience.

Pay: Php300.00 - Php360.00 per hour

Expected hours: 37.5 per week

Work Location: Remote