Patient Service Representative (PSR) - Mary Immaculate Hospital
Bon Secours, Newport News, VA, United States
About Us
As a faith‑based and patient‑focused organization, Bon Secours exists to enhance the health and well‑being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Bon Secours seeks people committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.
Patient Services Representative – Mary Immaculate Hospital
Job Summary
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
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 and 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 (e.g., 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 if applicable for all procedures scheduled through the physician practice
Pull patient charts as needed per office policy, file and maintain information as appropriate in the chart per policy, and route charts to clinical staff as indicated in the office 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
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 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.
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As a faith‑based and patient‑focused organization, Bon Secours exists to enhance the health and well‑being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Bon Secours seeks people committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.
Patient Services Representative – Mary Immaculate Hospital
Job Summary
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
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 and 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 (e.g., 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 if applicable for all procedures scheduled through the physician practice
Pull patient charts as needed per office policy, file and maintain information as appropriate in the chart per policy, and route charts to clinical staff as indicated in the office 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
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 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.
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