Patient Services Rep

Patient Services Representative (PSR) - Registrar - Milford Family Medicine

Bon Secours Mercy Health is dedicated to continually improving health care quality, safety and cost effectiveness. The Patient Services Representative (PSR) – Registrar – Milford Family Medicine is the first line of quality service to our patients and the community, responsible for processing patient registration, verifying demographics, obtaining insurance cards, and patient identification.

Job Summary

The Patient Services Representative serves as the primary point of contact between patients and physician practices. Responsibilities include scheduling appointments, transcribing orders, explaining financial options, updating medical records, and providing excellent customer service. The role may require occasional coverage at other physician practice locations as needed.

Essential Functions

• Serve as the primary point of contact between patients and physician practices.
• Provide strong communication and excellent customer service skills by greeting patients and the community in a respectful manner.
• Answer internal and external calls in a friendly and helpful manner, route calls, schedule patients, and enter necessary information for patient scheduling into the computer system in a timely and accurate manner.
• Process patients in practice as they present for their appointments.
• Possess the ability to troubleshoot and resolve problems promptly, ensuring patient flow is maintained and inform supervisor of any department or patient issues immediately.
• Process admission paperwork, including basic insurance verification; secure, complete, and verify all pertinent patient demographic and insurance information as part of the registration process; correct registration errors as needed.
• Record time indicators for lobby wait times.
• Calculate patient liabilities and actively collect and process patient payments.
• Reconcile cash drawer at the close of the day.
• Perform charge entry for external services (i.e. nursing homes) as necessary.
• Schedule referrals or follow‑up appointments and/or assist with scheduling, rescheduling, or canceling other services for patients; assist patients with online scheduling and MyChart as necessary.
• Assist patients in obtaining necessary referrals for follow‑up services and record referrals on the tracking tool (referral/consults).
• Responsible for and/or assist in obtaining proper authorizations and pre‑certifications for all procedures scheduled through the physician practice.
• Pull patient charts as needed per office policy, file and maintain information as appropriate; route charts to clinical staff as indicated per policy.
• Verify RX benefits in electronic health record per protocol.
• Refer patients to financial counselors when additional financial counseling or payment arrangements are needed; complete accounts in revenue cycle software.

Education

High School Diploma or GED (required)

Licensure/Certification

None

Experience

Prior experience in patient registration/healthcare (preferred)

Benefits

• 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.

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 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 View email address on click.appcast.io.