Exchange Operator

Find your calling at Mercy!

This is a frontline position to the Mercy Physician Exchange and Referral Team. Answers incoming exchange calls for both Mercy Integrated and non-integrated providers originating from providers, patients, family members, facilities, and provider offices. This is a 24/7 Department serving the Mercy and non-Mercy medical community. This team provides after-hours emergency call relay and incoming referral calls for those seeking a new Mercy PCP or specialty provider. Documents patient information to dispatch to on-call provider for prompt medical care.

Position Details:

Please note that while this is a remote position, all applicants must live within 45 - 60 minutes of our Sunset Hills, MO Training Office Located at 3637 S Geyer | St Louis, MO 63127. All initial and continued education training is completed in person/onsite and we work onsite during any caregiver remote downtime to ensure no delays in patient care.

Exchange Operator

Mercy Hospital St. Louis

Location: Remote (Missouri Footprint Required)

Schedule: Full-Time, 36 Hours Weekly

Position Overview

Mercy Hospital St. Louis is seeking a customer-focused and detail-oriented Exchange Operator to join our Physician Exchange and Referral team. This frontline role serves as a critical communication hub for Mercy providers, patients, families, healthcare facilities, and physician offices.

As an Exchange Operator, you will answer incoming calls, facilitate urgent provider communications, support referral services, and relay critical patient information to ensure timely access to care. This is a fast-paced position requiring strong communication skills, sound judgment, and the ability to respond quickly in time-sensitive situations.

This is a remote position; however, candidates must reside within Mercy's Missouri footprint to attend occasional onsite meetings and training as needed.

Key Responsibilities

• Answer incoming exchange calls from providers, patients, family members, healthcare facilities, and physician offices.
• Deliver exceptional customer service to internal and external callers.
• Document and dispatch patient information accurately to on-call providers to support prompt medical care.
• Enter and maintain patient demographic information while adhering to quality assurance standards and HIPAA requirements.
• Relay emergency and after-hours calls according to established procedures.
• Support providers and clients with miSecure password and passcode resets.
• Communicate technology interruptions, system errors, and downtime procedures effectively.
• Receive and relay critical information during system downtimes while utilizing appropriate manual processes.
• Collaborate with team members to identify workflow improvements and support change initiatives.
• Provide constructive peer-to-peer feedback to help prevent delays in patient care.
• Complete special projects and additional duties as assigned by leadership.

Qualifications

Required

• High school diploma or GED.
• Minimum of one (1) year of customer service experience.
• Strong verbal and written communication skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Ability to think critically and respond with urgency in time-sensitive situations.
• Commitment to maintaining patient confidentiality and protecting sensitive information.

Preferred

• Experience using computers and Microsoft Office applications.
• Previous healthcare, call center, patient access, or medical office experience.

Schedule Requirements

• Full-time position (36 hours per week).
• Must be available to work every other weekend.
• Must be available to work 50% of designated department holidays.
• Participation in a 24/7 operation supporting the Mercy and extended medical community.

Why Join Mercy?

At Mercy, we believe in bringing compassionate care and exceptional service together. As an Exchange Operator, you'll play an essential role in connecting patients and providers, helping ensure timely access to care and supporting positive outcomes across our healthcare network.

If you thrive in a customer-focused environment, enjoy problem-solving, and want to make a meaningful impact behind the scenes of patient care, we encourage you to apply.

Apply today and be part of Mercy's mission to bring compassionate care and exceptional service to every interaction.

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.