Patient Services Representative

Position Summary

The Patient Services Representative serves as the primary point of contact for patients regarding their account balances and billing questions. This role is responsible for providing exceptional customer service while educating patients on their insurance benefits, explaining Explanation of Benefits (EOBs), discussing patient financial responsibility, processing payments, and resolving billing inquiries.

When call volumes are low, this position supports the billing department by completing various patient account and payment-related tasks to ensure timely and accurate revenue cycle operations.

Position can be remote but candidate must be located in Pennsylvania. 

Essential Responsibilities

Patient Account Support

• Answer incoming patient billing calls in a professional, courteous, and compassionate manner.
• Review patient accounts and explain balances, insurance payments, deductibles, coinsurance, copays, and contractual adjustments.
• Read and interpret Explanation of Benefits (EOBs) and accurately explain how insurance processed claims.
• Assist patients in understanding their financial responsibility and available payment options.
• Process patient payments over the phone and through other approved payment methods.
• Resolve patient billing concerns or escalate complex issues when appropriate.
• Document all patient interactions accurately within the practice management system.

Billing Support

During non-phone time, assist with billing operations including:

• Posting patient payments.
• Posting insurance (payer) payments.
• Emailing patient statements and billing documents.
• Reviewing patient accounts for billing accuracy.
• Assisting with patient statement processing.
• Supporting payment plan administration.
• Researching account discrepancies.
• Assisting with returned mail and patient demographic updates.
• Other revenue cycle and patient account tasks as assigned.

• High school diploma or equivalent.
• Minimum of 2 years of customer service experience.
• Previous medical office or medical billing experience (Dermatology preferred).
• Knowledge of medical insurance claims processing, and medical billing.
• Experience reading and interpreting Explanation of Benefits (EOBs).
• Experience working with electronic medical records (EMR) and practice management systems.
• Strong computer and data entry skills.
• Excellent verbal and written communication skills.
• Ability to handle sensitive conversations with empathy and professionalism.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.