Patient Services Representative - Physician Practice - Tuckahoe Orthopaedic & Physical Therapy - Richmond

Bon Secours Mercy Health • Richmond, VA

1d

About The Position

The Patient Services Representative is the first point of contact for patients and the community at a physician practice. The role processes patient registration, verifies demographics and insurance information, obtains insurance cards and identification, schedules appointments, transcribes orders, explains financial options, and updates medical records accurately and efficiently. The representative provides excellent customer service and may occasionally cover other physician practice locations as needed.

The position supports patient flow and practice operations by handling calls, registration and admission paperwork, patient payments, referrals, authorizations, records, and related revenue-cycle tasks. Other job-related duties may be assigned by the supervisor, subject to reasonable accommodation.

Requirements

• High school diploma or GED.
• Excellent communication and customer service skills.
• Prior patient registration or healthcare experience is preferred.

Nice To Haves

• Prior experience in patient registration or healthcare.

Responsibilities

• Serves as the primary point of contact between patients and physician practices.
• Greets patients and community members respectfully and provides strong communication and customer service.
• Answers and routes internal and external calls; schedules patients and enters scheduling information accurately and promptly.
• Processes patients as they arrive for appointments.
• Troubleshoots and resolves problems promptly to maintain patient flow, and promptly informs the supervisor of department or patient issues.
• Processes admission paperwork and performs basic insurance verification.
• Obtains, completes, and verifies patient demographic and insurance information during registration; corrects registration errors as needed.
• Records lobby wait-time indicators.
• Calculates patient liabilities, collects and processes payments, and reconciles the cash drawer at the end of the day.
• Performs charge entry for external services, such as nursing homes, as necessary.
• Schedules referrals and follow-up appointments, and assists with scheduling, rescheduling, or canceling other patient services.
• Assists patients with online scheduling and MyChart as needed.
• Helps patients obtain referrals for follow-up services and records referrals on the tracking tool.
• Obtains or assists in obtaining required authorizations and pre-certifications for procedures scheduled through the physician practice, as applicable.
• Pulls patient charts, files and maintains information, and routes charts to clinical staff according to office policy.
• Verifies prescription benefits in the electronic health record according to protocol.
• Refers patients to financial counselors when additional counseling or payment arrangements are needed.
• Completes accounts in revenue-cycle software.
• May 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