Patient Service Representative - Kids General & Thoracic Surgery

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.

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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.