Patient Services Representative (PSR) - Orthopedic Clinic

Mercy Health BSMH•Paducah, KY

2d•Onsite

About The Position

Mercy Health is a faith-based, patient-focused organization committed to enhancing the health and well-being of people in mind, body, and spirit. The Patient Services Representative is the first line of quality service for patients and the community and serves as the primary point of contact between patients and physician practices. The role is based at the Paducah Medical Office Building 200 Clint Hills and may occasionally require coverage at other physician practice locations. The representative processes patient registrations, verifies demographics and insurance information, obtains patient identification and insurance cards, schedules appointments, transcribes orders, explains financial options, and maintains accurate medical records. The role also supports patient check-in and flow, referrals and follow-up services, authorizations, payment collection, and other front-office and revenue-cycle processes. Excellent customer service and communication are central to the position.

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 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 basic insurance verification; obtain, complete, and verify patient demographic and insurance information and correct registration errors.
Record lobby wait-time indicators.
Calculate patient liabilities and collect and process patient payments.
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.
Help patients use online scheduling and MyChart as needed.
Help patients obtain necessary referrals for follow-up services and record referrals using the referral/consults 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 financial counseling or payment arrangements are needed.
Complete accounts in revenue-cycle software.
Perform other job-related duties as required by the supervisor, subject to reasonable accommodation.