Patient Services Representative

Beacon Hill; Nashville (TN); On-site; USD 25,000 - 26,000; Full time

Job summary

Beacon Hill is seeking a Patient Services Specialist to deliver exceptional customer service and financial support to patients in a healthcare setting. You will handle inbound calls, explain balances and payment options, and assist with payment plan enrollment while documenting interactions accurately.

The ideal candidate has strong communication skills, experience in a call center or patient-facing role, and a comfort with confidential financial information.

Qualifications

• High school diploma or equivalent required.
• Prior customer service or call center experience 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.

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 escalation 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.

Skills

Verbal communication

Active listening

Empathy

Documentation

Customer service

Call center

Compliance

Detail oriented

Healthcare knowledge

Education

High school diploma or equivalent

Tools

CRM systems

Telephony platforms

Proprietary systems

Microsoft Office

Job description

Salary: USD18 - USD19 per hour

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.

• 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
• 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 escalation 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