Patient Service Representative

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