Patient Service Representative I

About the Role

Join Breg, a leader in the orthopedic industry dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. We are seeking a forward-thinking Patient Service Representative I in Dallas, TX, to thrive in a dynamic environment where innovation and impact go hand in hand.

Responsibilities

• Educates physicians and clinical staff on Breg's orthopedic bracing and supply program, serving as a resource on product options, equipment use, and specialized applications.
• Demonstrates and maintains competency in the fitting and use of Breg products in alignment with training requirements, clinical guidelines, and company standards.
• Accurately measures and fits patients with orthopedic soft goods and functional bracing, providing clear instructions on proper use and care and communicating expected outcomes to both patients and healthcare providers (HCPs).
• Delivers exceptional patient service and timely follow-up in accordance with company policies, procedures, and management expectations.
• Coordinates orthopedic bracing product logistics and replenishment, proactively maintaining inventory levels at assigned accounts and managing inventory transfers and reconciliation activities.
• Proactively reduces stagnant inventory by removing and processing expired, damaged, or unsellable products in accordance with company policy.
• Delivers comprehensive inventory management support to customers, including ordering and returning product, and providing ongoing communication and timely updates regarding estimated delivery.
• Supports order fulfillment activities and ensures all documentation is complete and accurate for each account.
• Ensures product displays, storage areas, and inventory spaces meet Breg's operational standards.
• Provides onsite support for product recalls, audits, and/or field communication initiatives.
• Ensures all required inventory counts are completed on time and accurately, supporting inventory reconciliation and compliance efforts.
• Prepares, compiles, and submits insurance billing documentation in compliance with established internal standards and submission requirements, ensuring all documentation is complete, accurate, and submitted within required timelines.
• Reviews and works pending claims by retrieving required missing information from customers, identifying and escalating trends in documentation deficiencies, and utilizing systems such as Power BI, Breg Vision, and the Breg Claims System (BCS) to support daily operations and improve billing outcomes.
• In coordination with the Breg Billing Office (BBO), obtains pre-authorization for Workers Compensation and Commercial insurance patients, and collects required co-insurances, deductibles, and cash-pay amounts as applicable.
• Coordinates with internal departments to collect, track, and maintain documentation on claim denials and claims requiring additional information.
• Adheres to all Breg policies, standard operating procedures (SOPs), and applicable healthcare regulations, including Health Insurance Portability and Accountability Act (HIPAA) and Food and Drug Administration (FDA) requirements.
• Collaborates with internal teams (e.g., Solution Team, Sales, Field Operations) to resolve account issues and enhance service efficiency.
• Demonstrates a high level of professionalism, privacy, and accuracy in all interactions and activities.
• Prepares daily, weekly, and monthly reports for management and account review, analyzing data for trends and identifying opportunities for process or performance improvement.
• Behaves in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices.
• Promotes Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition.

Requirements

• Associates degree in a Healthcare-related field, completion of an approved healthcare certification or certificate program, or equivalent combination of relevant education and hands-on experience in orthotics, athletic training, sports medicine, durable medical equipment (DME), or patient care required.
• Holds and maintains applicable certification or licensure such as American Board Certification (ABC) Certified Fitter-orthotics (CFo), Board of Certification (BOC), Athletic Training licensure, Orthopaedic Technologist Certification, preferred.
• Familiarity with standard workflows and procedures in orthopedic clinics or physician offices preferred.
• Knowledge of orthopedic bracing and supply products as well as the applicable procedures for utilization preferred.
• Computer proficiency including web browser/internet search, Microsoft (MS) Outlook, Word, Excel, PowerPoint, and Teams capabilities. Ability to learn new software and systems.
• Must be an effective communicator both in writing and verbally.
• Must be able to engage with patients and provide excellent customer service even in escalated situations.

Benefits

• Comprehensive benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
• Work-life balance: Paid Time Off (PTO) and company-paid holidays.
• Growth and development: Opportunities for professional advancement within a company that values your contributions.
• Commitment to diversity and inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.

Pay

Salary Range: $24.00–$29.00 USD Hourly. Actual compensation is determined by factors such as experience, skills, and business needs.