Key Facts

Remote From:

Anywhere

Full time

Mid-level (2-5 years)

10 - 19K yearly

English

Hard Skills

Call Center Experience Medical Privacy KPI Reporting Data Validation Escalation Management Electronic Referrals Payment Processing Database Development Hardware Support Root Cause Analysis Process Management Clinical Documentation Product Knowledge Commercial Insurances Medicare Respiratory Therapy Medicaid Information Technology Architecture (MITA) Medical Billing

Other Skills

•
Multitasking
•
Customer Service
•
Analytical Thinking
•
Detail Oriented
•
Mentorship
•
Microsoft Office
•
Professionalism
•
Adaptability
•
Active Listening
•
Time Management
•
Teamwork
•
Patience
•
Verbal Communication Skills
•
Empathy
•
Emotional Intelligence
•
Self-Motivation

Roles & Responsibilities

High school diploma or equivalent required
Associate 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

Requirements:

Answer calls and emails promptly, meeting performance goals while maintaining HIPAA-compliant patient confidentiality
Handle standard call types (insurance verification, order status, pricing inquiries, pickup, location assistance) and document interactions per SOPs
Resolve customer complaints with problem-solving, provide information on products/services, and assist with payments, orders, and returns as applicable
Lead and mentor Level 1/2 staff, train new hires, manage escalated or complex issues, and contribute to process improvements and performance metrics

Job description

Description

Position Summary:

Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support.

Essential Functions and Job Responsibilities:

LEVEL 1 - 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

LEVEL 2 - Patient Service Representative

All Level 1 duties plus:

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

LEVEL 3 – Lead, Patient Service Representative

All Level 1 and 2 duties plus:

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

Competency, Skills and Abilities:

Customer Service & Communication

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

Technical Proficiency

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

Professional Attributes

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

Healthcare Knowledge

Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred)
Understanding of healthcare documentation requirements

Compliance & Confidentiality

Strict adherence to HIPAA regulations and patient confidentiality
Full compliance with company policies and referral guidelines

Requirements

Education and Experience Requirements:

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):

One (1) year of work-related experience

Level II:

One (1) year of work-related experience plus

Two (2) years exact job experience

Lead Level:

One (1) year of work-related experience plus

Four (4) years exact job experience

Physical Demands and Work Environment:

Physical Requirements

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

Work Environment