What are the responsibilities and job description for the Patient Access Lead position at Mercy?
Find your calling at Mercy!
The Patient Access Representative is often the first point of contact for our patients and therefore must represent Mercy with the highest standard of customer service, compassion and perform all duties in a manner consistent with our mission, values and Mercy service standards.The Patient Access Representative will facilitate all components of the patients entrance in to any Mercy facility. This may include scheduling, registration, benefit verification, pre-certification and financial clearance including pre-visit collection. The Patient Access Representative will be responsible for ensuring that the most accurate patient data is obtained and populated in to the patient record. This co-worker must have an exceptional attention to detail and maintain knowledge and competence with insurance carriers, Medicare guidelines as well as federal, state and accreditation agencies.
Position Details:
Patient Access Lead (Non-Exempt)
Location: Mercy Hospital St. Louis will travel to several locations
Employment Type: Full-Time (40 hours/week)
Overview
At Mercy, we believe in careers that match the unique gifts of unique individuals. As a Lead Patient Access Representative, you will play a key role in supporting Patient Access operations across multiple locations, serving as both a frontline expert and a team resource.
This position acts as a working lead and float, ensuring consistent service excellence, operational efficiency, and staff support across the Patient Access team. You will uphold Mercy’s mission by delivering compassionate, high-quality patient interactions while helping guide workflows and team performance.
Key Responsibilities
Leadership & Team Support
- Serve as a resource and subject matter expert for Patient Access team members
- Provide guidance, training support, and real-time problem solving
- Float between departments and locations to support staffing needs and workflow demands
- Promote a positive team environment and reinforce Mercy service standards
Patient Access Operations
- Facilitate all aspects of patient entry into Mercy facilities, including:
- Scheduling and registration
- Insurance verification and eligibility
- Pre-certification and financial clearance
- Collection of patient financial responsibility
- Ensure complete and accurate patient demographic and insurance data
Customer Service Excellence
- Deliver exceptional service to patients, visitors, providers, and internal teams
- Greet every individual with professionalism, warmth, and compassion
- Minimize patient wait times and enhance the overall patient experience
Compliance & Accuracy
- Maintain strict patient confidentiality in accordance with HIPAA
- Ensure compliance with Medicare, Joint Commission, EMTALA, and system standards
- Obtain required documentation, signatures, and clinical information
- Use two patient identifiers to verify patient identity
Financial Stewardship
- Communicate patient financial responsibility clearly and respectfully
- Collect payments accurately and balance cash drawers per policy
- Identify and refer patients for financial assistance or Medicaid eligibility when appropriate
Quality & Performance
- Ensure high accuracy in registration, scheduling, and documentation
- Meet departmental productivity and revenue cycle goals
- Adapt to workflow changes and support process improvements
Qualifications
Education
- High School Diploma required
- Some college coursework preferred
Experience
- 1–3 years of clerical and/or customer service experience required
- Prior healthcare, patient access, or revenue cycle experience preferred
- Familiarity with medical terminology and insurance plans strongly preferred
Skills & Competencies
- Strong leadership support and teamwork skills
- Excellent communication and customer service abilities
- High attention to detail and organizational skills
- Ability to multitask, meet deadlines, and work under pressure
- Working knowledge of computer systems and data entry
- Ability to maintain confidentiality and professionalism at all times
Why Join Mercy?
- Be part of a mission-driven organization centered on compassionate care
- Opportunities for growth, development, and ongoing education
- Supportive team environment focused on collaboration and excellen
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.
keyword(s): Lead PSR, Lead Front Desk, Lead Receptionist