Patient Service Representative

Position Summary

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

• LEVEL 1 - Patient Service Representative
  • Answers calls and emails in a timely manner, meeting performance goals.
  • Handles standard call types: tank requests, ETA inquiries, pick‑up requests, location assistance, order status, and 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 a 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 them off with clear documentation.
  • Serves as a 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 the 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.

• 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.

• 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.

• High emotional intelligence to handle stressful situations with compassion.
• Adaptable and flexible with changing processes and technologies.
• Self‑motivated with the ability to work independently and take initiative.
• Strong team collaboration and cooperative work style.
• Commitment to continuous learning and professional development.

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

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

• 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.

• 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…