Patient Services Representative (PSR) - Crossridge Internal Medicine

Bon Secours Mercy Health•Richmond, VA

About The Position

The Patient Services Representative is the first point of quality service for patients and the community at Crossridge Internal Medicine. The role processes patient registration, verifies demographic and insurance information, 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 position also handles patient check-in and admission paperwork, basic insurance verification, patient payments and liabilities, referrals and follow-up scheduling, authorizations and pre-certifications when applicable, chart handling, prescription-benefit verification, and account completion in revenue-cycle software. Other job-related duties may be assigned by the supervisor, subject to reasonable accommodation.

Requirements

High school diploma or GED.
Prior experience in patient registration or healthcare 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 into the computer system accurately and promptly.
Process patients as they arrive for appointments.
Troubleshoot and resolve problems promptly to maintain patient flow, and promptly 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; correct registration errors as needed.
Record lobby wait-time indicators.
Calculate patient liabilities, collect and process payments, and reconcile the cash drawer at the end 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.
Help patients use online scheduling and MyChart as needed.
Assist patients in obtaining referrals for follow-up services and record referrals on the referral/consults tracking tool.
Obtain or assist with 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 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.