Role & responsibilities

Position Overview

The Patient Calling Representative will serve as a key point of contact between Paix Services. This role is responsible for making outbound and handling inbound calls related to the Revenue Cycle Management (RCM) process, including insurance verification, billing inquiries, appointment reminders, outstanding balance follow-ups, and account resolution. The ideal candidate empathetic, detail oriented, and experienced in healthcare customer interactions.

Key Responsibilities

• Make outbound calls to patients regarding outstanding medical bills, payment plans, insurance coverage, and account balances. • Handle inbound patient inquiries related to billing statements, Explanation of Benefits (EOB), claims status, and payment options. • Communicate effectively in English or Spanish to serve a diverse patient population. • Verify patient insurance eligibility and benefits using payer portals and internal systems. • Assist patients in understanding their financial obligations, co-pays, deductibles, and out-of pocket costs. • Coordinate with the billing team to resolve disputed claims, denials, and underpayments. • Set up and manage patient payment plans in accordance with company policy. • Document all patient interactions accurately in the Electronic Health Record (EHR) / RCM system. • Follow up on unpaid or partially paid accounts through systematic call campaigns. www.paixservices.com | Chennai,



India Paix Services Confidential Paix Services | Confidential | Job Description • Meet daily/weekly productivity and quality metrics as defined by the team lead. • Maintain strict compliance with HIPAA regulations and patient confidentiality standards. • Escalate complex billing issues to the appropriate department or supervisor.

Required Qualifications • Bilingual proficiency in English and Spanish both spoken and written (Mandatory). • 1–4 years of experience in patient calling, medical billing, or healthcare customer service. • Excellent verbal and written communication skills in both required languages. • Robust active listening, problem-solving, and conflict-resolution skills. • Ability to handle sensitive conversations with empathy and professionalism. • Graduate in any discipline (Healthcare, Commerce, or Life Sciences preferred). Preferred Qualifications • Prior experience working with US-based healthcare clients or BPO processes. • Certification in Medical Billing & Coding (AAPC / AHIMA) is an added advantage. • Familiarity with HIPAA compliance and US patient privacy regulations is an added advantage. Key Competencies • Communication — Confident in patient-facing interactions in English or Spanish. • Empathy & Patient Focus — Ability to handle distressed patients with care and respect. • Attention to Detail — Accurate documentation and follow-up on accounts. • Time Management — Ability to manage high call volumes and meet turnaround times. • Team Collaboration — Works effectively with billing, coding, and clinical teams. • Integrity & Confidentiality — Adherence to HIPAA and data privacy standards.

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