Patient Services Representative (PSR) - In Motion Physical Therapy - Town Center

Bon Secours Mercy Health•Virginia Beach, VA

About The Position

The Patient Services Representative is the first point of quality service for patients and the community at In Motion Physical Therapy - Town Center. The role handles patient registration, verifies demographics 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.

Requirements

High school diploma or GED.
Strong communication and customer service skills.

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 appointment 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 immediately inform the supervisor of department or patient issues.
Process admission paperwork and perform basic insurance verification.
Obtain, complete, and verify patient demographic and insurance information during registration, correcting 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.
Assist patients with online scheduling and MyChart.
Help patients obtain referrals for follow-up services and record referrals using the referral/consult tracking tool.
Obtain appropriate 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.
Perform other job-related duties as required by the supervisor, subject to reasonable accommodation.