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

Bon Secours Mercy Health • Virginia Beach, VA

9d • Onsite

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, verifies demographic and insurance information, obtains insurance cards and identification, schedules appointments, transcribes orders, explains financial options, and accurately updates medical records. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

The position supports patient flow and practice operations by processing patients for appointments, responding to calls, managing referrals and follow-up scheduling, collecting payments, and maintaining patient charts and records. It also includes basic insurance verification, assisting with authorizations and pre-certifications, and referring patients to financial counselors when needed. Other job-related duties may be assigned by the supervisor, subject to reasonable accommodation.

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

• 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 and help maintain patient flow.
• Troubleshoot and promptly resolve problems, 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; correct registration errors as needed.
• Record lobby wait-time indicators.
• Calculate patient liabilities, collect and process patient 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.
• Help patients use online scheduling and MyChart as needed.
• Help patients obtain referrals for follow-up services and record referrals using the referral/consults tracking tool.
• Obtain or assist with obtaining 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 they need additional counseling or payment arrangements.
• 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