Patient Services Representative (PSR) - Physician Practice - Mitchell-Thomas Center

Mercy Health • Springfield, OH

6d

About The Position

The Patient Services Representative (PSR) is the primary point of contact between patients and the physician practice and provides quality service to patients and the community. The role handles patient registration, demographic and insurance verification, appointment scheduling, order transcription, financial-option explanations, and accurate updates to medical records. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

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 issues promptly to maintain patient flow, and promptly inform a supervisor of department or patient issues.
• Process admission paperwork and perform basic insurance verification.
• Obtain, complete, and verify patient demographic and insurance information during registration, and correct registration errors as needed.
• Record lobby wait-time indicators.
• Calculate patient liabilities, collect and process payments, and reconcile the cash drawer at the close 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 on the tracking tool.
• Obtain required authorizations and pre-certifications, when applicable, for procedures scheduled through the physician practice.
• Pull, file, and maintain patient charts 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 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