Patient Services Representative - Physician Practice - Cardiac Surgery

Bon Secours Mercy Health • Mechanicsville, VA

2d • $17 - $25

About The Position

The Patient Services Representative is the first point of contact for patients and the community at Bon Secours Cardiac Surgery physician practice. The role supports patient registration and scheduling, verifies demographic and insurance information, obtains insurance cards and identification, processes paperwork, explains financial options, and maintains accurate medical records. The representative provides respectful, helpful customer service, supports patient flow, and may occasionally cover other physician practice locations as needed.

The position also supports referrals and follow-up services, obtains procedure authorizations and pre-certifications when applicable, verifies prescription benefits, handles patient payments and daily cash reconciliation, and refers patients to financial counselors when appropriate. Other job-related duties may be assigned by the supervisor, subject to reasonable accommodation.

Requirements

• High school diploma or GED.
• 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.
• Troubleshoot and resolve issues promptly to maintain patient flow, and immediately inform the supervisor of department or patient issues.
• Process admission paperwork and basic insurance verification; secure, complete, and verify patient demographic and insurance information, and correct registration errors as needed.
• Record lobby wait-time indicators.
• Calculate patient liabilities and collect and process 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.
• Assist patients with online scheduling and MyChart as needed.
• 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.

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