Patient Service Representative (PSR) - Irvine Primary Care

Bon Secours Mercy Health • Irvine, KY

5d • Onsite

About The Position

The Patient Services Representative is the first line of quality service to patients and the community at Irvine Primary Care. 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.

The role serves as the primary point of contact between patients and physician practices. It supports patient flow and registration, appointment and referral coordination, payment collection, records management, authorization processes, and revenue-cycle activities. Employees may also be required to perform other job-related duties as directed by a supervisor, subject to reasonable accommodation.

Requirements

• High school diploma or GED.
• Strong communication and customer service skills.
• Prior patient registration or healthcare experience is preferred.

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 accurately and promptly.
• Process patients as they arrive for appointments.
• Troubleshoot and resolve problems promptly to maintain patient flow, and immediately inform a 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 as needed.
• Record lobby wait-time indicators.
• Calculate patient liabilities, collect and process patient payments, and reconcile the cash drawer at the end of the day.
• Perform charge entry 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.
• Assist patients with online scheduling and MyChart as needed.
• Assist patients in obtaining referrals for follow-up services and record referrals using 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 information in accordance with 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 counseling or payment arrangements are needed.
• Complete accounts in revenue-cycle software.
• Occasionally cover other physician practice locations as needed.
• Perform other job-related duties as required by the supervisor, subject to reasonable accommodation.

Benefits

• Competitive pay, incentives, referral bonuses, and 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. Benefits may vary based on market and employment status.

What This Job Offers

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