Patient Services Representative - River's Bend Family Practice

Bon Secours Mercy Health • Chester, VA

10d

About The Position

The Patient Services Representative is the first point of contact for patients and the community at River's Bend Family Practice. The role processes patient registration, verifies demographics and insurance, obtains insurance cards and identification, schedules appointments, transcribes orders, explains financial options, and accurately updates medical records. The representative provides customer service and may occasionally cover other physician practice locations as needed.

The role includes greeting patients, handling and routing calls, scheduling and processing patients for appointments, resolving problems to maintain patient flow, and promptly informing a supervisor of department or patient issues. Other duties include collecting payments, reconciling the cash drawer, completing charge entry for external services, helping patients with MyChart and online scheduling, coordinating referrals and follow-up services, obtaining authorizations and pre-certifications when applicable, maintaining patient charts, verifying prescription benefits in the electronic health record, referring patients for financial counseling, and completing accounts in revenue cycle software.

Requirements

• High school diploma or GED.
• Excellent 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 into the computer system.
• 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, including basic insurance verification.
• Obtain, complete, and verify patient demographic and insurance information during registration, 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.
• 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 using 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 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.
• 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 and 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