Patient Services Representative (PSR) - Physician Office - Mason Primary Care

Mercy Health • Mason, OH

12d

About The Position

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

The position handles patient check-in and registration, phone calls, appointment and referral scheduling, basic insurance verification, authorizations and pre-certifications, payment collection, and related revenue-cycle tasks. It also supports patient records and charts, assists patients with online scheduling and MyChart, and works to maintain timely patient flow.

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.
• Process patients as they arrive for appointments.
• Troubleshoot and resolve problems promptly to maintain patient flow, and inform a supervisor immediately 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.
• 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 needed.
• Schedule referrals and follow-up appointments, and assist with scheduling, rescheduling, or canceling other services.
• Assist patients with online scheduling and MyChart as needed.
• Help patients obtain referrals for follow-up services and record referrals on the tracking tool.
• Obtain or assist in obtaining required authorizations and pre-certifications for procedures scheduled through the physician practice, when applicable.
• 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.
• 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 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