Patient Support Representative (Hybrid)

Outsourced Quality Assured Services Pty; Cebu City; Hybrid; PHP 279,000 - 469,000; Full time

Job summary

Outsourced.ph is hiring a Patient Support Representative to assist patients with billing inquiries in a hybrid setup based in Cebu. The role focuses on phone support, explaining charges, resolving discrepancies, and delivering empathetic customer service.

The candidate should have prior medical billing experience on the provider side and be comfortable handling about 80 calls daily while maintaining data accuracy and privacy. Background checks are conducted as part of recruitment.

Qualifications

• Experience in provider-side medical billing is preferred.
• Ability to explain billing clearly and handle sensitive finances.
• Strong communication and listening skills are essential.

Responsibilities

• Handle ~80 inbound calls daily regarding medical billing and accounts.
• Explain charges, payments, and balances to patients.
• Investigate discrepancies and resolve billing issues with care.
• Document interactions and maintain confidentiality per privacy rules.
• Coordinate with internal teams to close cases and provide good service.

Skills

Medical billing

Healthcare experience

Call center

Excellent communication

Empathy

Tools

EHR systems

Practice management software

Job description

Patient Support Representative (Hybrid)

Full Time Employee

Job Summary

Assisting patients with billing inquiries, explaining account charges, investigating discrepancies, and resolving account-related concerns.

Job Description

Title: Patient Support Representative

Work Schedule: Monday to Friday 11:00 PM – 8:00 AM PHT

Work Set up: Hybrid (twice or thrice a week onsite) - Cebu

About Us: Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

About the client: Dermatology and plastic surgery practice serving communities in southern Colorado. Mission is to make a positive impact on our patients, our community, and our world. This mission drives everything we do from opening offices in underserved areas to sponsoring humanitarian projects to volunteering locally and abroad.

About the Role: We are looking for an experienced Patient Support Representative to join the Team. This role is primarily phone-focused, handling approximately 80 inbound calls per day from patients with questions or concerns about their medical bills and accounts.

The successful candidate must have prior medical billing experience on the provider side, ideally within a healthcare facility, medical practice, or physician's office. They will be responsible for assisting patients with billing inquiries, explaining account charges, investigating discrepancies, and resolving account-related concerns while providing excellent customer service.

Key Responsibilities

• Handle approximately 80 calls per day from patients regarding medical billing and account inquiries.
• Respond to patient questions about outstanding balances, payments, invoices, and billing statements.
• Review patient accounts and investigate billing discrepancies or concerns.
• Explain charges, payment details, and account balances clearly and professionally.
• Assist patients with payment-related concerns and account resolution.
• Coordinate with internal billing and administrative teams to address unresolved issues.
• Maintain accurate and detailed documentation of patient interactions and account updates.
• Ensure patient information is handled confidentially and in accordance with healthcare privacy regulations.
• Deliver a positive and empathetic patient experience while managing a high-volume call environment.

Qualifications and Requirements

• Previous experience in medical billing on the provider side.
• Experience working for a medical practice, healthcare provider, hospital, or physician's office is highly preferred.
• Familiarity with medical billing processes, patient accounts, billing statements, payments, and account reconciliation.
• Excellent verbal communication and active listening skills.
• Ability to explain billing information clearly and handle sensitive financial conversations professionally.
• Strong problem-solving skills and attention to detail.
• Comfortable handling a high volume of inbound calls, approximately 80 calls per day.
• Ability to work efficiently in a fast-paced, phone-focused environment.
• Experience using medical billing systems, practice management software, or electronic health records (EHR) is an advantage.

Key Success Indicators

• Consistently handles high-volume inbound calls while maintaining service quality.
• Provides accurate information and effective resolutions to patient billing concerns.
• Demonstrates empathy, professionalism, and patience when assisting patients.
• Maintains accurate account notes and documentation.
• Meets established productivity, quality, and customer service expectations.

Ideal Candidate Profile

The ideal candidate is someone with a solid background in provider-side medical billing who is comfortable speaking with patients throughout the day. They should be confident explaining medical charges, investigating account concerns, and resolving billing issues over the phone while maintaining a professional and patient-centered approach.

Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.