Patient Services Representative (PSR) - Pulmonary Specialists - Portsmouth

Bon Secours Mercy Health•Chesapeake, VA

20d•Onsite

About The Position

The Patient Services Representative is the first point of quality service for patients and the community at Bon Secours Pulmonary Specialists in Portsmouth. The role processes patient registrations, verifies demographics and insurance information, obtains insurance cards and patient identification, schedules appointments, transcribes orders, explains financial options, and updates medical records. The representative provides customer service and may occasionally cover other physician practice locations as needed. The position also handles patient check-in and registration paperwork, basic insurance verification, payment collection and processing, scheduling and referrals, authorizations and pre-certifications, chart maintenance, prescription benefit verification, and revenue-cycle account completion. The representative supports patient flow, troubleshoots issues, and refers patients for financial counseling when needed.

Requirements

High school diploma or GED.
Strong communication and customer service skills.
Prior patient registration or healthcare experience 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, route, and handle internal and external calls; schedule patients and enter scheduling information accurately and promptly.
Process patients as they arrive for appointments and maintain patient flow.
Troubleshoot and resolve problems promptly and inform the supervisor of department or patient issues.
Process admission paperwork, including basic insurance verification; obtain and verify patient demographic and insurance information and correct registration errors.
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.
Help patients obtain referrals for follow-up services and record them in the referral/consult tracking tool.
Obtain or assist with obtaining required authorizations and pre-certifications for procedures scheduled through the practice, as applicable.
Pull, file, maintain, and route patient charts and information according to office policy.
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.