Patient Services Representative - Physician Practice - Salem Primary Care

Bon Secours Mercy Health • Youngstown, OH

4d

About The Position

The Patient Services Representative is the first point of quality service for patients and the community at Salem Primary Care. The role supports physician practice operations by processing patient registrations, verifying demographics and insurance, scheduling appointments, transcribing orders, explaining financial options, and updating medical records accurately and efficiently. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

The position handles patient-facing and administrative workflows, including scheduling and referral coordination, registration paperwork, payment collection, chart management, authorization support, and revenue-cycle account completion. Employees may also be asked to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Requirements

• High school diploma or GED.
• Ability to provide strong communication and excellent customer service.
• Prior experience in patient registration or healthcare is preferred; it is not listed as required.
• No licensure or certification is required.

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 promptly resolve problems to maintain patient flow, and immediately inform the supervisor of department or patient issues.
• Process admission paperwork and perform basic insurance verification.
• Secure, complete, and verify patient demographic and insurance information during registration, correcting 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 on the referral/consult 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 counseling or payment arrangements are needed.
• Complete accounts in revenue-cycle software.

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 based on market and employment status.

What This Job Offers

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