Patient Services Representative - Physician Practice - Ironbridge Family Practice

Bon Secours Mercy Health • Chester, VA

1d

About The Position

The Patient Services Representative is the first point of contact for patients and the community at Ironbridge Family Practice. The role supports patient registration and appointment flow by verifying demographics and insurance, collecting patient identification and insurance cards, scheduling appointments, transcribing orders, explaining financial options, and updating medical records accurately and efficiently. The representative provides excellent customer service and may occasionally be asked to cover other physician practice locations as needed.

The position also involves processing admission paperwork, basic insurance verification, correcting registration errors, collecting and reconciling payments, entering charges for external services, coordinating referrals and follow-up appointments, assisting patients with online scheduling and MyChart, and supporting authorizations and pre-certifications where applicable. The representative maintains and routes patient charts according to office policy, verifies prescription benefits in the electronic health record, refers patients for financial counseling when needed, and completes accounts in revenue cycle software. Other job-related duties may be assigned by the supervisor, subject to reasonable accommodation.

Requirements

• High school diploma or GED.
• Prior experience in patient registration or healthcare 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 accurately enter scheduling information into the computer system.
• Process patients as they arrive for appointments and help maintain patient flow.
• Troubleshoot and resolve problems promptly and inform the supervisor immediately about department or patient issues.
• Process admission paperwork and perform basic insurance verification.
• Obtain, complete, and verify patient demographic and insurance information; 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.
• Enter charges for external services, such as nursing home services, 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 needed.
• Help patients obtain referrals for follow-up services and record referrals using the referral/consults tracking tool.
• Obtain or assist with obtaining authorizations and pre-certifications for applicable procedures scheduled through the physician practice.
• 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 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