Patient Services Representative (PSR) - Physician Office - Powhatan Medical Associates

Bon Secours Mercy Health • Powhatan, VA

10d

About The Position

The Patient Services Representative is the first point of contact for patients and the community at a physician practice. The role processes patient registrations, verifies demographics 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 also supports patient flow and practice operations by handling calls, processing appointment check-ins, collecting payments, coordinating referrals and authorizations, maintaining patient charts, and completing revenue-cycle tasks. Other job-related duties may be assigned by the supervisor, subject to reasonable accommodation.

Requirements

• High school diploma or GED.
• Excellent 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 strong communication and 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 and resolve problems promptly to maintain patient flow, and 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; correct registration errors as needed.
• Record lobby wait-time indicators.
• Calculate patient liabilities and collect and process patient payments; reconcile the cash drawer at the end of the day.
• Enter charges 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.
• Help patients obtain referrals for follow-up services and record referrals using 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 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.
• Occasionally cover other physician practice locations as needed.

Benefits

• Competitive pay, incentives, referral bonuses, and 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