Patient Service Representative

Patient Service Representative

This role supports a government-funded Medicare program where our team helps process appeals and ensures patients receive quality care. For example, when a Medicare patient gets a notice that their services are ending we step in to explain their rights and, if needed, guide them through the appeal process.

On a day-to-day basis, you'll be working in the call center, typically answering 25 to 35 calls a day, each lasting 6-10 minutes. This person will be required to answer calls on the first ring, so responsiveness is important. Some of the calls can be emotional, patients or family members may be worried or frustrated, but this is where you really make an impact, providing support and reassurance while following guidelines.

In addition to answering calls, you'll also handle case intake, document everything in a web-based system, so you will need to be able to type, talk and listen at the same time, as well as prepare correspondence for providers or facilities as needed. Accuracy and attention to detail are key.

We always expect professionalism: no missed calls, no profanity, and no sending calls back to the queue. You'll also be responsible for protecting patient confidentiality and ensuring everything you document meets HIPAA standards.

The schedule is full-time, in-office, five days a week, and does include one weekend day. Shifts are usually Tuesday through Saturday or Sunday through Thursday, with some occasional schedule changes depending on call volume, though that's not common.