Patient Services Representative (PSR) - Orthopedic Clinic

Mercy Health • Paducah, KY

2d

About The Position

The Patient Services Representative is the first point of contact for patients and the community at the physician practice, providing respectful, helpful service and supporting efficient patient flow. The role handles patient registration, demographic and insurance verification, appointment scheduling, order transcription, patient payment processing, and accurate medical-record updates. The representative 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 excellent customer service.
• Answer and route internal and external calls, schedule patients, and enter scheduling information accurately and promptly.
• Process patients as they arrive for appointments.
• Troubleshoot problems promptly to maintain patient flow and immediately inform a supervisor about department or patient issues.
• Process admission paperwork and verify insurance, demographic, and patient identification information; 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.
• 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 patient services.
• Assist patients with online scheduling and MyChart as needed.
• Help patients obtain referrals for follow-up services and record referrals using the tracking tool.
• Obtain or assist with obtaining required authorizations and pre-certifications for procedures scheduled through the practice.
• Pull, file, maintain, and route patient charts according to office policy.
• 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.

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