Patient Services Representative (PSR) - Southampton Family Practice

Bon Secours Mercy Health • Franklin, VA

6d

About The Position

The Patient Services Representative (PSR) is the first point of contact for patients and the community at Southampton Family Practice. The role processes patient registration, verifies demographics and insurance information, obtains insurance cards and patient identification, schedules appointments, transcribes orders, explains financial options, and updates medical records accurately and efficiently. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

The PSR supports the practice’s front-office and revenue-cycle operations, including appointment and referral coordination, patient check-in, authorizations and pre-certifications, payment collection, chart management, and assistance with online scheduling and MyChart. The role also helps maintain patient flow, resolves issues promptly, and refers patients to financial counselors when needed.

Requirements

• High school diploma or GED.
• Provide respectful, helpful service and communicate effectively with patients and the community.
• Prior experience in patient registration or healthcare is preferred, not 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 and help maintain patient flow.
• Troubleshoot and resolve problems promptly and inform the supervisor of department or patient issues immediately.
• Process admission paperwork and perform basic insurance verification.
• Obtain, complete, and verify patient demographic and insurance information during registration; 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 necessary.
• Schedule referrals and follow-up appointments, and assist with scheduling, rescheduling, or canceling other patient services.
• Assist patients with online scheduling and MyChart as necessary.
• Help patients obtain referrals for follow-up services and record referrals using the referral/consult tracking tool.
• Obtain or assist with 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.
• Occasionally cover other physician practice locations as needed.
• Perform other job-related duties as required by the supervisor, subject to reasonable accommodation.

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.

What This Job Offers

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