Patient Service Representative (PSR) - Outpatient Infusion Center - Springfield Cancer Center

Mercy Health BSMH•Springfield, OH

About The Position

The Patient Services Representative is the first line of quality service to patients and the community at the Outpatient Infusion Center at Springfield Cancer Center. The role processes patient registration, verifies demographics, obtains insurance cards and patient identification, schedules appointments, transcribes orders, explains financial options, and updates medical records accurately and efficiently. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

Requirements

High school diploma or GED.
Excellent customer service and communication 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 enter scheduling information into the computer system accurately and promptly.
Process patients as they arrive for appointments.
Troubleshoot and resolve problems promptly to maintain patient flow, and immediately inform the supervisor of department or patient issues.
Process admission paperwork, perform basic insurance verification, and secure, complete, and verify patient demographic and insurance information during registration.
Correct registration errors as needed.
Record lobby wait-time indicators.
Calculate patient liabilities and collect and process patient payments.
Reconcile the cash drawer at the close of the day.
Perform charge entry for external services, such as nursing homes, as necessary.
Schedule referrals or follow-up appointments and assist with scheduling, rescheduling, or canceling other patient services.
Assist patients with online scheduling and MyChart as necessary.
Help patients obtain referrals for follow-up services and record referrals in the referral/consults tracking tool.
Obtain or assist in obtaining required authorizations and pre-certifications, when applicable, for procedures scheduled through the physician practice.
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 additional financial counseling or payment arrangements are needed.
Complete accounts in revenue cycle software.
Perform other job-related duties as required by the supervisor, subject to reasonable accommodation.