Patient Services Representative

Position Summary

Beacon Hill is seeking Patient Services Specialists to provide high-quality customer service and financial support to patients in a healthcare environment. This role handles inbound patient calls, explains account balances and payment options, assists with payment plan enrollment, and documents interactions accurately.

Position Details

• Job Type: Contract-to-Hire
• Pay Rate: $18.00 – $19.00/hour
• Schedule: Monday-Friday, with likely shifts of 9:00 AM – 6:00 PM or 10:00 AM – 7:00 PM EST
• Lunch: 1-hour lunch
• Start Date: ASAP

Key Responsibilities

• Handle approximately 30-40 inbound patient calls per day
• Respond to patient questions regarding accounts, balances, payment options, and available programs
• Assist patients with payment plan enrollment and explain applicable terms and expectations
• Explain patient responsibility, deductibles, coinsurance, and insurance-related balances in clear, patient-friendly language
• Educate patients on available financial assistance programs and route potentially eligible individuals through appropriate processes
• Use active listening and probing questions to understand patient needs and concerns
• Deliver professional and empathetic customer service during sensitive financial conversations
• Follow approved scripts, workflows, compliance requirements, and call procedures
• Accurately document patient interactions and account activity within internal systems
• Identify complex billing, insurance, or account issues and escalate appropriately
• Maintain confidentiality and follow information security requirements
• Meet established expectations for call quality, attendance, schedule adherence, and customer service
• Participate in quality assurance reviews and ongoing coaching

Systems & Tools

• CRM and call documentation systems
• Telephony and call center platforms
• Proprietary account management systems
• Microsoft-based computer environment
• Company-provided computer equipment

Qualifications

• High school diploma or equivalent required
• Previous customer service, call center, or customer-facing experience strongly preferred
• Healthcare, medical office, patient services, or health system experience preferred
• Strong verbal communication skills and professional phone presence
• Excellent active listening and de-escalation skills
• Ability to handle sensitive financial conversations with empathy and professionalism
• Comfortable working in a structured call center environment
• Ability to follow scripts, compliance procedures, and documented workflows
• Strong computer skills with the ability to learn proprietary systems
• Reliable attendance, punctuality, and accountability
• Strong attention to detail and accurate documentation skills
• Healthcare terminology and insurance knowledge preferred
• Ability to work independently while remaining engaged and responsive
• Comfortable with performance metrics, scheduled breaks, quality monitoring, and coaching