Patient Service Representative (PSR) - Irvine Primary Care

Mercy Health • Irvine, KY

6d

About The Position

The Patient Services Representative is the first point of quality service for patients and the community at the Irvine Primary Care practice. The role handles patient registration, demographic and insurance verification, appointment scheduling, order transcription, financial-option explanations, and accurate updates to medical records. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

Requirements

• High school diploma or GED.
• Excellent communication and customer service skills.

Nice To Haves

• Prior experience in patient registration or healthcare.

Responsibilities

• Serve as the primary point of contact between patients and physician practices.
• Greet patients and community members respectfully and provide strong communication and customer service.
• Answer internal and external calls, route calls, schedule patients, and accurately enter scheduling information into the computer system.
• Process patients as they arrive for appointments.
• Troubleshoot and promptly resolve problems to maintain patient flow, and immediately inform the supervisor of department or patient issues.
• Process admission paperwork and basic insurance verification; secure, complete, and verify patient demographic and insurance information; and correct registration errors.
• Record lobby wait-time indicators.
• Calculate patient liabilities, collect and process patient payments, and reconcile the cash drawer at the end of the day.
• Enter charges for external services, such as nursing homes, as needed.
• Schedule referrals and follow-up appointments, and assist with scheduling, rescheduling, or canceling other patient services.
• Help patients use online scheduling and MyChart as needed.
• Help patients obtain required referrals for follow-up services and record referrals using the tracking tool.
• Obtain or assist with obtaining required authorizations and pre-certifications for procedures scheduled through the physician practice, as applicable.
• Pull patient charts as needed, file and maintain chart information according to office policy, and route charts to clinical staff as indicated.
• Verify prescription benefits in the electronic health record according to protocol.
• Refer patients to financial counselors when they need additional financial counseling or payment arrangements.
• Complete accounts in revenue cycle software.
• Perform other job-related duties as required by the supervisor, subject to reasonable accommodation.

Benefits

• Competitive pay, incentives, referral bonuses, and a 403(b) with employer contributions when eligible.
• Medical, dental, vision, and prescription coverage; HSA/FSA options; life insurance; mental health resources; and discounts.
• Paid time off, parental and FMLA leave, short- and long-term disability, and backup care for children and elders.
• Tuition assistance, professional development, and continuing education support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED