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
