Patient Services Representative (PSR) - Physician Office - Winton Road Primary Care

Mercy Health • Cincinnati, OH

6d

About The Position

The Patient Services Representative (PSR) is the first point of contact for patients and the community at a physician practice. The role supports a smooth patient experience by registering patients, verifying demographic and insurance information, scheduling appointments, processing payments, maintaining records, and providing courteous customer service. The representative may occasionally cover other physician practice locations as needed.

The position also supports referrals and follow-up services, obtains authorizations and pre-certifications when applicable, assists with patient scheduling through online tools and MyChart, and refers patients to financial counselors when needed. Additional duties may be assigned by the 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 excellent customer service.
• Answer and route internal and external 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 the supervisor of department or patient issues.
• Process admission paperwork and basic insurance verification; obtain, 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 payments, and reconcile the cash drawer at the close of the day.
• Enter charges for external services, such as nursing homes, as necessary.
• Schedule referrals and 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 tracking tool.
• Obtain or assist in obtaining 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 counseling or payment arrangements are needed, and complete accounts in revenue cycle software.
• Occasionally cover other physician practice locations as needed.

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. Benefits may vary by market and employment status.

What This Job Offers

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