Patient Services Representative (PSR) - Physician Office - Kenwood Family Medicine

Mercy Health BSMH • Amberley, OH

19h

About The Position

The Patient Services Representative (PSR) is the first point of contact for patients and the community at the Kenwood Family Medicine physician office. The role supports patient registration and appointment workflows, including verifying demographics and insurance information, obtaining identification and insurance cards, scheduling appointments, transcribing orders, explaining financial options, and accurately updating medical records. The representative provides excellent 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, patient payments, referrals, authorizations, chart management, 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.

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 in the computer system.
• Process patients as they arrive for appointments.
• Troubleshoot and resolve problems promptly to maintain patient flow, and immediately inform the supervisor of department or patient issues.
• Process admission paperwork and perform basic insurance verification.
• Obtain, complete, and verify patient demographic and insurance information during registration, correcting registration errors as needed.
• Record lobby wait-time indicators.
• Calculate patient liabilities and collect and process patient payments.
• Reconcile the cash drawer at the end of the day.
• Perform charge entry for external services, such as nursing homes, as necessary.
• Schedule referrals or follow-up appointments and assist with scheduling, rescheduling, or canceling other patient services.
• Assist patients with online scheduling and MyChart as necessary.
• Help patients obtain referrals for follow-up services and record referrals in the referral/consult tracking tool.
• Obtain or assist with obtaining required authorizations and pre-certifications, when applicable, for 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 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 and mental health resources.
• Discounts.
• Paid time off.
• Parental and FMLA leave.
• Short- and long-term disability.
• 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