Patient Financial Services Representative

Position Summary

The Patient Financial Services Representative serves as a primary point of contact for patients and guarantors regarding billing, account inquiries, and payments. This role is responsible for managing incoming and outgoing calls, providing in-person customer service, facilitating patient payments, and supporting collection efforts in a professional and compassionate manner.

The PFS Representative also supports Business Office operations by receiving, sorting, and routing incoming mail for the health system. Strong customer service skills, calm conflict resolution abilities, and exceptional attention to detail are critical to success in this role.

Essential Duties and Responsibilities

Customer Service & Patient Communication

Answer incoming guarantor and patient calls related to account balances, billing statements, insurance questions, and payment options.

Provide in-person customer service support to patients who visit the Business Office with account inquiries or to make payments.

Explain billing information clearly and professionally, using language appropriate to the patient’s level of understanding.

Maintain a calm, respectful demeanor when resolving concerns or complaints, including difficult or sensitive financial discussions.

Route complex account issues or disputes to appropriate team members or leadership when needed.

Collections & Payment Processing

Make outbound collection calls in accordance with organization policies and regulatory requirements.

Collect payments via approved payment methods and post transactions accurately.

Offer payment plans or financial assistance information as appropriate and within defined guidelines.

Document all payment activity, communications, and follow-up actions accurately in the billing system.

Mail Processing & Office Support

Receive, open, sort, and distribute incoming mail for the health system in a timely and organized manner.

Ensure payments, correspondence, and documentation are routed to the correct department or staff member.

Maintain confidentiality and safeguard protected health information during mail handling.

Documentation & Compliance

Accurately document all patient interactions, payment activity, and account updates in the EMR or billing system.

Follow HIPAA privacy standards and organizational policies at all times.

Ensure all work meets department standards for quality, accuracy, and timeliness.

Qualifications

Education & Experience

High school diploma or equivalent required.

Prior experience in customer service, healthcare billing, patient access, or collections preferred.

Knowledge, Skills, & Abilities

Strong customer service skills with a professional, empathetic demeanor.

Ability to manage difficult conversations and de-escalate conflict effectively.

Excellent attention to detail and accuracy when handling payments and patient information.

Clear verbal communication skills and basic written documentation skills.

Ability to work independently while contributing to a team-oriented environment.

Proficiency with computer systems; experience with billing systems and Microsoft Office preferred.

Supervisory Responsibilities

None.

Physical Demands & Work Environment

Ability to sit, stand, and work at a computer for extended periods.

Frequent telephone use.

Work in a Business Office environment with routine interaction with patients, staff, and visitors.