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:

M-F, 8:00 - 4:30; No weekends, No Holidays.

Key Responsibilities

• Schedule new patients accurately and efficiently based on clinical priorities, provider availability, and organizational guidelines
• Continuously review and optimize existing schedules to improve access, reduce gaps, and balance workload
• Coordinate with clinical staff, providers, and leadership to anticipate scheduling needs and resolve conflicts
• Identify opportunities to improve scheduling workflows, templates, and utilization
• Manage waitlists, cancellations, reschedules, and openings to ensure optimal fill rates
• Monitor scheduling metrics (e.g., access, lead times, utilization) and adjust schedules accordingly
• Communicate clearly and professionally with patients regarding appointment options, changes, and expectations
• Ensure compliance with internal policies, regulatory requirements, and patient confidentiality standards
• Serve as a key point of contact for scheduling-related issues and problem resolution

Minimum Qualifications
Education: High school diploma or equivalent.
Experience: Proficient in both Patient Services Representative and Advance Patient Services Representative competencies, as verified by department leader. 

Skills, Knowledge and Abilities: 
•    Knowledge of medical terminology, insurance practices, and billing procedures.
•    Strong verbal and written communication skills are essential for interacting with patients, healthcare professionals, and other staff members. The ability to communicate effectively and professionally is crucial in this role.
•    Proficiency in basic computer skills, including data entry and word processing.
•    Excellent customer service skills are essential for interacting with patients and visitors in a courteous and professional manner. PSRs should be empathetic, patient-focused, and able to handle inquiries and concerns with tact and diplomacy.
•    Accuracy and attention to detail are critical in this role, particularly when entering patient information, scheduling appointments, and processing documentation.
•    Ability to maintain confidentiality and follow privacy policy/procedure. Demonstrating discretion and maintaining patient privacy is paramount in this role.
•    Adaptable and able to work effectively under pressure, handling unexpected situations with professionalism and composure.
•    Problem resolution skills - ability to address patient concerns, complaints, and issues in a professional and timely manner, escalating complex problems to appropriate personnel when necessary.

Physical Requirements:
•    Position requires the ability to push, pull, and/or lift 50 lbs. occasionally.
•    Position requires standing and walking during each shift.
•    Position requires the ability to grip, reach, bend, kneel, twist, and squat to perform duties.

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.