Patient Service Representative

About the role

The Patient Service Representative (PSR) serves as a primary point of contact for patients, caregivers, case managers, physicians, hospitals, and other health care professionals. This role is responsible for coordinating patient services, handling incoming and outgoing calls, processing orders, scheduling services, and ensuring exceptional customer service throughout the patient care journey.

Responsibilities

• Answer inbound phone calls in a professional and compassionate manner.
• Process orders, coordinate patient intake, scheduling, and follow-up services or home visits.
• Verify and document patient demographics, insurance information, and request insurance authorizations as needed.
• Communicate with the referral care team regarding medical documentation requirements and order status.
• Obtain and upload required medical documentation and physician orders as directed by the supervisor or director.
• Maintain accurate, timely, and thorough documentation of all internal and external communications.
• Process routine patient supply orders per company policy.
• Aid patients with questions regarding respiratory equipment, supplies, deliveries, and services.
• Escalate urgent or unresolved patient concerns in a timely manner.
• Demonstrate a willingness to assist team members across departments as needed, supporting organizational priorities and taking on additional responsibilities as assigned by the management team.
• Ensure HIPAA compliance and patient confidentiality at all times.
• Participate in departmental meetings, training, and quality improvement initiatives.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of customer service, healthcare, medical office, call center, or DME experience.
• Strong verbal and written communication skills.
• Excellent phone etiquette and interpersonal skills.
• Strong organizational and multitasking abilities.
• Basic computer proficiency, including Microsoft Office.
• Ability to work independently and collaboratively in a team environment.

Preferred Qualifications

• Experience in Home or Durable Medical Equipment, respiratory care, healthcare, or medical billing.
• Familiarity with Medicare, Medi-Cal, CCS, and commercial insurance processes.
• Basic knowledge of respiratory equipment such as portable ventilators, home oxygen therapy, etc.
• Bilingual English/Spanish skills preferred due to significant number of Spanish-speaking patients served by MBHC.