Patient Services Representative (PSR) — In Motion Physical Therapy — Portsmouth Blvd in Cornholme

The Patient Services Representative is the first line of quality service to our patients and the community. This position will be responsible for processing patient registration, verifying demographics, obtaining insurance cards, and patient identification. Responsibilities include scheduling appointments, transcribing orders, explaining financial options to patients, and updating medical records accurately and efficiently. This position will provide excellent customer service and may be asked to occasionally cover other physician practice locations as needed.

Essential Functions

• Serves as the primary point of contact between patients and physician practices.
• Provides strong communication and excellent customer service skills by greeting patients and the community in a respectful manner.
• Answers internal and external calls in a friendly and helpful manner, routes calls, schedules patients, and enters necessary information for patient scheduling into the computer system in a timely and accurate manner.
• Processes patients in practice as they present for their appointments.
• Possesses the ability to troubleshoot and resolve problems promptly, ensuring patient flow is maintained and informs supervisor of any department and patient issues immediately.
• Processes admission paperwork, including basic insurance verification. Secures, completes and verifies all pertinent patient demographic and insurance information as part of the registration process. Corrects registration errors as needed.
• Records time indicators for lobby wait times.
• Calculates patient liabilities and actively collects and processes patient payments.
• Reconciles cash drawer at the close of the day.
• Performs charge entry for external services (i.e. nursing homes) as necessary.
• Schedules referrals or follow-up appointments and/or assists with scheduling, rescheduling or canceling other services for patients.
• Assists patients with online scheduling and MyChart as necessary.
• Assists patients in obtaining necessary referrals for follow-up services and records referrals on tracking tool (referral/consults).
• Responsible for and/or assist in obtaining proper authorizations and pre-certifications if applicable for all procedures scheduled through the physician practice.
• Pulls patient charts as needed per office policy, files and maintains information as appropriate in chart per policy, and routes charts to clinical staff as indicated in office per policy.
• Verifies RX benefits in electronic health record, per protocol.
• Refers patients to financial counselors when additional financial counseling or payment arrangements are needed.
• Completes accounts in revenue cycle software.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education

• High School Diploma or GED (required)

Licensure/Certification

• None

Experience

• Prior experience in patient registration/healthcare (preferred)

What We Offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible).
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and 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.
• Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability.

If you would like to view a copy of the affirmative action plan or policy statement for Bon Secours – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are affirmative action and equal opportunity employers, please email recruitment@mercy.com.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.