Patient Services Representative - Monfort Heights Family Medicine

Overview

At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence. Mercy Health is a faith-based and patient-focused organization that aims to enhance the health and well-being of all people through exceptional patient care. We value compassion, collaboration, excellence and respect, and seek people committed to our values to create an environment where associates want to work and help communities thrive.

Job Title:
Patient Services Representative – West Hospital Medical Office Building 1

• Serves as the primary point of contact between patients and physician practices
• Provide strong communication and excellent customer service by greeting patients and the community in a respectful manner
• Answer internal and external calls, 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
• Troubleshoot and resolve problems promptly, ensure patient flow is maintained, and inform supervisor of any department or patient issues
• Process admission paperwork, including basic insurance verification; secure, complete and verify all pertinent patient demographic and insurance information; 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 as necessary
• Schedule referrals or follow-up appointments and assist with scheduling, rescheduling or canceling other services; assist patients with online scheduling and MyChart as needed
• Assist patients in obtaining necessary referrals for follow-up services and record referrals on tracking tools
• Obtain proper authorizations and pre-certifications for procedures scheduled through the physician practice, if applicable
• Pull patient charts as needed, file and maintain information, and route charts to clinical staff per policy
• Verify RX benefits in the 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. 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)

• 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’d like to view a copy of the affirmative action plan or policy statement for Bon secours Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia;
Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email  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