Patient Services Representative (PSR) - Physician Office - Cardiology, Reynolds

Bon Secours Mercy Health • Richmond, VA

2d

About The Position

The Patient Services Representative (PSR) is the first point of contact for patients and the community at a physician practice. The role handles patient registration, demographic and insurance verification, appointment scheduling, order transcription, financial-option explanations, payment processing, and accurate medical-record updates. The representative provides responsive, respectful customer service, supports patient flow, and may occasionally cover other physician practice locations as 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 internal and external calls, route calls, schedule patients, and enter scheduling information accurately and promptly.
• Process patients as they arrive for appointments and troubleshoot issues to maintain patient flow; promptly inform a supervisor of department or patient issues.
• Process admission paperwork and verify insurance; obtain, complete, 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 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 in the tracking tool.
• Obtain or assist with obtaining authorizations and pre-certifications, when applicable, for procedures scheduled through the physician practice.
• Pull patient charts as needed, maintain and file 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 counseling or payment arrangements are needed.
• Complete accounts in revenue cycle software.
• Perform other job-related duties as required by a supervisor, subject to reasonable accommodation.

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. 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