Patient Service Representative-Mercy Clinic Washington Peds

**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 =============================== **Full-Time | 40 Hours Per Week | Day Shift** Join Our Team and Make a Difference Every Day --------------------------------------------- Are you passionate about delivering exceptional customer service in a healthcare setting? We are seeking a **Patient Services Representative** to serve as a vital connection between our patients, providers, and clinical teams. In this role, you will help ensure a seamless patient experience by managing front-office operations, coordinating appointments, supporting financial processes, and providing outstanding service with professionalism and compassion. If you thrive in a fast-paced environment, enjoy helping others, and take pride in keeping operations running smoothly, we'd love to hear from you! What You'll Do -------------- ### Patient Experience & Front Desk Operations * Welcome patients and verify identities in a professional, friendly, and timely manner. * Manage patient check-in, check-out, and appointment scheduling processes. * Keep patients informed of scheduling delays and provide updates when providers are running more than 15 minutes behind schedule. * Address patient concerns and complaints, ensuring timely resolution and exceptional patient satisfaction. * Maintain a clean, safe, and welcoming reception and waiting area in accordance with Infection Control Guidelines. ### Administrative Support * Answer incoming phone calls and assist patients with inquiries. * Create and maintain Epic charts and electronic health records (EHRs). * Process mail, scanning, faxing, copying, and other office-related tasks. * Correct registration errors and manage assigned work queues. * Maintain accurate patient records and uphold strict confidentiality standards. ### Scheduling & Care Coordination * Coordinate appointments, procedures, testing, and surgical scheduling. * Provide procedural and surgical cost estimates, including Good Faith Estimates in compliance with the No Surprises Act. * Collaborate with providers, clinic staff, and other departments to support efficient patient care delivery. * Review and verify upcoming schedules to maximize clinic efficiency. ### Financial & Revenue Cycle Responsibilities * Balance and reconcile a daily cash drawer. * Support accounts receivable processes. * Establish payment plans and assist patients with financial arrangements. * Manage department-specific work queues and related follow-up activities. ### Team Collaboration & Leadership * Serve as a change champion for new initiatives and Epic updates. * Support adoption of workflow improvements and best practices among Patient Services Representatives. * Participate in meetings, review department communications, and recommend process improvements. * Ensure proper use and general maintenance of office equipment, including computers, scanners, copiers, fax machines, and payment devices. Qualifications -------------- ### Minimum Requirements * High School Diploma or equivalent required. ### Knowledge, Skills & Abilities * Knowledge of medical terminology, insurance practices, and billing procedures. * Strong verbal and written communication skills. * Excellent customer service and patient-relations abilities. * Proficiency with computer systems, data entry, and electronic health records. * Strong attention to detail and accuracy. * Ability to maintain patient confidentiality and comply with privacy regulations. * Excellent organizational, problem-solving, and conflict-resolution skills. * Ability to adapt in a fast-paced healthcare environment while maintaining professionalism and composure. Physical Requirements --------------------- * Ability to occasionally push, pull, and/or lift up to 50 pounds. * Ability to stand and walk throughout the workday. * Ability to bend, kneel, reach, twist, squat, and perform routine physical tasks associated with clinic operations. Why Join Us? ------------ * Full-Time Schedule (40 Hours per Week) * Day Shift Hours * Meaningful work that positively impacts patients and families * Collaborative and supportive healthcare environment * Opportunities for growth, learning, and professional development **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.