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