Find your calling at Mercy!
The Advanced Patient Services Representative plays a crucial role in ensuring the smooth operation of the clinic practice by managing patient interactions, administrative tasks, and providing exceptional customer service. This position requires a high level of professionalism, communication skills, and the ability to handle a variety of responsibilities efficiently.
Position Details:
Patient Services Representative
Pediatric General Surgery & Thoracic Surgery
Mercy Clinic Towers A & B | Mercy Hospital St. Louis Full-Time | 40 Hours per Week
We're a Little Different
Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service. At Mercy, we believe in careers that match the unique gifts of unique individuals. Join us and make a difference in the lives of children and families every day.
Overview
Mercy is seeking an experienced and customer-focused Patient Services Representative to support our Pediatric General Surgery and Thoracic Surgery teams. This role serves as the first point of contact for patients and families, ensuring a welcoming experience while coordinating critical administrative, scheduling, and financial functions that support exceptional patient care.
The ideal candidate is highly organized, compassionate, and thrives in a fast-paced specialty clinic environment. This position plays a key role in helping children and their families navigate surgical care with confidence and ease.
What You'll Do
As an Advanced Patient Services Representative, you will:
- Greet patients and families in a professional, courteous, and compassionate manner.
- Verify patient demographics, insurance information, and registration accuracy.
- Manage appointment scheduling, check-in, and check-out activities.
- Coordinate surgical cases, diagnostic testing, and provide procedural estimates.
- Maintain and update electronic health records (Epic) to ensure accuracy and compliance.
- Answer incoming calls and assist families with questions, scheduling needs, and concerns.
- Monitor provider schedules and communicate delays to patients and families.
- Process mail, scanning, faxing, copying, and other clerical duties.
- Manage work queues and registration corrections to support clinic workflow efficiency.
- Provide Good Faith Estimates in accordance with the No Surprises Act.
- Work collaboratively with providers, nurses, and other departments to ensure seamless patient care.
- Resolve patient concerns professionally and escalate issues when appropriate.
- Balance and reconcile daily cash drawer activities and support accounts receivable processes.
- Establish payment plans and assist families with financial coordination when needed.
- Serve as a champion for operational improvements, Epic updates, and new initiatives.
- Maintain a safe, clean, and welcoming reception environment.
- Follow all Mercy policies related to confidentiality, safety, infection prevention, and patient privacy.
- Perform other duties as assigned.
Qualifications
Required Education
- High School Diploma or equivalent.
Required Experience
- Demonstrated proficiency in both Patient Services Representative and Advanced Patient Services Representative competencies, as verified by department leadership.
Knowledge, Skills & Abilities
- Knowledge of medical terminology, insurance processes, and healthcare billing procedures.
- Strong verbal and written communication skills.
- Excellent customer service and patient relations skills.
- Proficiency with computer systems, data entry, and electronic health records.
- Strong attention to detail and organizational skills.
- Ability to maintain strict confidentiality and comply with privacy regulations.
- Skilled in problem-solving, conflict resolution, and handling sensitive situations professionally.
- Ability to prioritize tasks and work effectively in a busy healthcare environment.
Physical Requirements
- Ability to occasionally lift, push, or pull up to 50 pounds.
- Ability to stand and walk throughout the workday.
- Ability to bend, reach, kneel, squat, twist, and perform other physical movements required for daily duties.
Why Join Mercy?
- Comprehensive benefits package
- Health, dental, and vision insurance
- PTO and paid holidays
- Retirement savings plan with employer match
- Tuition reimbursement and career advancement opportunities
- Supportive team environment focused on compassionate care
- Opportunity to make a meaningful impact on the lives of pediatric patients and their families
Join Mercy and help create an exceptional experience for every child and family we serve.
*Apply today to become part of Mercy's Pediatric General Surgery and Thoracic Surgery team at Mercy Hospital St. Louis.
Why Mercy?
From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.
Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.