Position Summary
Patient Support Representatives (PSRs) are the primary point of contact for patients with questions about lab results interpreted by Aegis Health clinicians, with a strong emphasis on billing and payment inquiries. PSRs provide clear, empathetic guidance on charges, insurance coverage, and payment options. During low call volume periods, PSRs also support Revenue Cycle Management (RCM) efforts with claims follow-up, account reconciliation, and other billing operations tasks — helping keep the revenue cycle moving efficiently across the organization.
Roles and Responsibilities - Patient and Partner Support & Billing:
- Answer incoming patient outreach regarding billing, lab results interpretation services, and general account questions.
- Triage incoming partner emails regarding tickets and service requests.
- Field patient questions through multiple contact methods, including phone, email, website forms, and after-hours voicemails.
- Explain charges, insurance coverage, payment plans, and out-of-pocket costs in clear, plain language.
- De-escalate high-stress patient situations and complaints calmly and professionally.
- Process patient payments accurately.
- Handle billing inquiries and disputes.
- Assist patients with insurance-related questions, including claim status and coverage details.
- Educate patients on basic medical terminology, billing processes, and insurance codes.
- Quickly learn and navigate multiple software systems; log, track, and resolve inquiries through ticketing systems.
- Resolve customer issue tickets or requests that require additional investigation in a timely manner.
- Follow up with patients as needed and provide status updates on open issues.
- Collaborate with billing, clinical, and administrative teams to resolve patient issues.
- Maintain strict compliance with HIPAA and all patient privacy regulations.
- Collaborate on partner support efforts for urgent issue resolution needs.
Roles and Responsibilities - Collection / Revenue Cycle Management (RCM) Support (During Low Support Volume Periods):
- Balance time between primary role responsibility of inbound patient support and RCM tasks based on daily call volume.
- Conduct outbound calls to patients with outstanding account balances, explaining charges clearly and working collaboratively to arrange payment.
- Discuss sensitive financial and account information with patients professionally, empathetically, and in compliance with HIPAA and applicable collections regulations.
- Accurately document call outcomes, payment arrangements, and account updates in the billing / EHR system to ensure timely follow-up and accurate records.
- Support accounts receivable follow-up, including review of aging reports.
- Assist with insurance eligibility verification and prior authorization documentation.
- Help identify, flag, and correct billing errors or discrepancies.
- Support the RCM team with special projects, audits, and reporting as needed.
Key Qualifications:
- Bachelor’s or Associate degree preferred.
- Healthcare or medical billing experience a plus.
- Medical background preferred (e.g., RN, LPN, MHA).
- 2+ years of customer service experience preferred.
- Patience, empathy, and strong active listening skills.
- Strong organizational skills, especially for questions requiring additional investigation or analysis.
- Proficient communicating in English (spoken and written); Spanish language skills a plus.
- Ability to learn software systems quickly and manage multiple applications simultaneously.
- Ability to de-escalate situations and communicate in a calm, even manner.
- Knowledge of HIPAA laws and strict adherence to patient privacy regulations.
- Experience with medical billing, insurance claims, or basic coding (CPT / ICD) a plus.
- Experience with customer support ticketing systems and electronic medical records (EMR) preferred.
- Ability to explain complex billing details clearly and handle difficult conversations with patients.
- Strong follow-through to manage multiple patient cases and RCM tasks without letting work slip.
- Able to handle high inbound case volume (e.g., phone, email, website forms, voicemails) and work efficiently, while shifting to RCM support tasks as volume allows.
**Salary compensation is based on experience**
Shifts: In-office five days per week (M–F), excluding company holidays, eight hours per day
- Shift 1 – 8:00 AM to 4:00 PM Eastern
- Shift 2 – 10:00 AM to 6:00 PM Eastern
Job Type: Full-time
Pay: $25.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Ability to Commute:
- Sandy Springs, GA 30328 (Required)
Work Location: In person
