Job Details

Remote Call Center Patient Services Representative (PSR)

Location: Remote | ️ Start Date: September 2, 2025
Pay Rate: $19.50/hr. | Schedule: Full-Time, Monday–Friday

Join a mission-driven team where your voice helps patients access life-changing therapies. As a Patient Services Representative (PSR), you'll play a critical role supporting patients, providers, and caregivers with enrollment services, program inquiries, and coordination of care, all from the comfort of your home.

This remote call center role is ideal for professionals who thrive in a structured, fast-paced environment and are committed to delivering exceptional customer service.

✅ Position Summary:

Under the direction of an Operations Manager, the PSR provides clearly defined services to patients, healthcare providers, and caregivers. You'll serve as the first point of contact, helping individuals navigate healthcare access with compassion, efficiency, and professionalism.

️ Primary Duties and Responsibilities:

Depending on the specific contracted services of the assigned program, your responsibilities may include:

• Handling inbound phone queue and responding to general program inquiries
• Determining eligibility for support programs such as Copay, PAP, or Medicaid
• Coordinating pharmacy triage and wholesale order processing
• Following up on missing information or prior authorizations
• Taking and documenting adverse event reports as directed
• Researching and resolving claim denials and underpayments
• Collecting patient information through approved channels (phone, fax, mail, online)
• Delivering exceptional service to all internal and external stakeholders
• Escalating customer complaints in a timely and accurate manner
• Reporting trends or delays to program management (e.g., claim denials, billing issues, pricing errors, payment delays)
• Ensuring all correspondence (phone, fax, mail, etc.) meets established quality standards
• Collaborating with patients, providers, and internal teams to ensure complete and accurate documentation in accordance with program policies
• Analyzing data and applying judgment within defined SOPs to determine appropriate action
• Managing workflow from a queue system (phone or electronic); self-motivated and productive
• Participating in feedback sessions and coaching based on queue monitoring
• Performing additional related duties and assignments as needed

Experience & Education Requirements:

• High school diploma or GED required
• Broad training in fields such as business administration, accounting, computer sciences, medical billing and coding, customer service, or similar through a two-year associate degree, technical training, or an equivalent combination of experience and education
• Minimum of 3+ years of directly related and progressively responsible experience
  • A two-year degree may substitute for 2 years of experience
  • A four-year degree may substitute for the full experience requirement

Skills, Knowledge & Abilities Required:

• Excellent verbal and written communication skills
• Ability to develop and maintain productive working relationships internally and externally
• Strong interpersonal and customer service skills
• Strong organizational skills with sharp attention to detail
• Sound mathematical and analytical capabilities
• General knowledge of:
  • Accounting principles
  • Pharmacy operations
  • Medical claims
• Preferred knowledge of healthcare billing
• Proficiency in Microsoft Excel, Outlook, and Word
• Ability to apply company policies and procedures to resolve a variety of issues using developing professional expertise

Remote Work Environment:

• Work is performed in a quiet home office environment
• Noise levels are consistent with standard office settings
• Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions

Equipment Options:

You may use either:

• Client-Provided Equipment (limited availability)

• Bring Your Own Device (BYOD)

BYOD Requirements:

• Windows OS Laptop/Desktop only (no tablets, no Apple devices)
• External mouse (required)
• External keyboard (optional)
• Minimum of 2 total screens (laptop screen + 1 external monitor)
• Must be hardwired to modem via Ethernet cable

️‍♀️ Physical & Mental Requirements:

• Sedentary work requiring frequent sitting, typing, reaching, grasping, and hearing
• Visual demands include close, distance, and peripheral vision with the ability to adjust focus
• 75% or more of the workday is spent on a computer
• Must be able to manage stressful situations with professionalism and composure

If you're driven to help others, excel at problem-solving, and thrive in a collaborative virtual environment, this is your opportunity to make a real impact—one patient at a time.

Apply today to join a team committed to compassion, service, and healthcare access!