Patient Services Representative - Physician Practice - Short Pump Primary Care

Bon Secours Mercy Health•Short Pump, VA

About The Position

The Patient Services Representative is the first point of contact for patients and the community at Short Pump Primary Care, providing quality service and supporting daily physician-practice operations. 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. The representative may occasionally cover other physician practice locations as needed. The position requires respectful, helpful communication and accurate, timely work. It includes patient check-in and registration, appointment and referral coordination, payment processing, authorizations, chart handling, and use of electronic health and revenue-cycle systems. The representative also helps patients use online scheduling and MyChart and refers patients to financial counselors when needed.

Requirements

High school diploma or GED.
Strong communication and customer-service skills.
Prior experience in patient registration or healthcare is preferred.

Nice To Haves

Prior experience in patient registration or healthcare.

Responsibilities

Serves as the primary point of contact between patients and physician practices.
Greets patients and community members respectfully and provides strong communication and customer service.
Answers internal and external calls, routes calls, schedules patients, and enters scheduling information accurately and promptly.
Processes patients as they arrive for appointments and works to maintain patient flow.
Troubleshoots and resolves problems promptly and informs the supervisor immediately of department or patient issues.
Processes admission paperwork and performs basic insurance verification.
Obtains, completes, and verifies patient demographic and insurance information during registration; corrects registration errors as needed.
Records lobby wait-time indicators.
Calculates patient liabilities, collects and processes payments, and reconciles the cash drawer at the close of the day.
Performs charge entry for external services, such as nursing homes, as needed.
Schedules referrals and follow-up appointments and assists with scheduling, rescheduling, or canceling other patient services.
Assists patients with online scheduling and MyChart as needed.
Helps patients obtain referrals for follow-up services and records referrals on the referral/consult tracking tool.
Obtains or assists with obtaining authorizations and pre-certifications, when applicable, for procedures scheduled through the physician practice.
Pulls patient charts as needed, files and maintains information in charts according to office policy, and routes charts to clinical staff as indicated.
Verifies prescription benefits in the electronic health record according to protocol.
Refers patients to financial counselors when additional financial counseling or payment arrangements are needed.
Completes accounts in revenue-cycle software.
May cover other physician practice locations as needed and may perform other job-related duties as required by a supervisor, subject to reasonable accommodation.