Patient Services Representative - In Motion Physical Therapy - Town Center

Bon Secours Mercy Health • Virginia Beach, VA

10d • $17 - $25

About The Position

The Patient Services Representative is the first line of quality service for patients and the community at In Motion Physical Therapy - Town Center. The role handles patient registration, demographic verification, collection of insurance cards and identification, appointment scheduling, order transcription, financial option explanations, and accurate updates to medical records. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

This position processes patients and registration paperwork, supports appointment and referral scheduling, verifies insurance and prescription benefits, assists with authorizations and pre-certifications, handles payments and charge entry, and maintains patient charts according to office policies. The representative also supports patient access to online scheduling and MyChart, tracks lobby wait times, and directs 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.
• No licensure or certification is required.

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 and routes internal and external calls; schedules patients and enters scheduling information accurately and promptly.
• Processes patients as they arrive for appointments.
• Troubleshoots and resolves problems promptly to maintain patient flow and informs the supervisor immediately of department or patient issues.
• Processes admission paperwork and basic insurance verification; obtains, completes, and verifies patient demographic and insurance information and corrects registration errors.
• Records lobby wait-time indicators.
• Calculates patient liabilities and collects and processes patient payments.
• Reconciles the cash drawer at the close of the day.
• Performs charge entry for external services, such as nursing homes, as necessary.
• Schedules referrals and follow-up appointments and assists with scheduling, rescheduling, or canceling other patient services.
• Assists patients with online scheduling and MyChart as necessary.
• Helps patients obtain referrals for follow-up services and records referrals on the referral/consults tracking tool.
• Obtains or assists in obtaining authorizations and pre-certifications, when applicable, for procedures scheduled through the physician practice.
• Pulls patient charts as needed, files and maintains information 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 counseling or payment arrangements are needed and completes accounts in revenue cycle software.
• May cover other physician practice locations as needed.
• Performs 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED