Advanced Patient Services Representative - Heart Hospital (Non-Exempt)

Mercy; Springfield, Northern (MO, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Mercy seeks an Advanced Patient Services Representative to ensure smooth clinic operations by handling patient interactions, front-desk workflows, and billing conversations. The role emphasizes professionalism, clear communication, and efficient task management.

As the primary contact for patients and visitors, you will explain financial responsibility, collect payments, and document outcomes while upholding privacy and confidentiality. A strong customer-service mindset is essential.

Qualifications

• High school diploma or equivalent required.
• One year of medical office experience preferred.
• Excellent communication and customer service skills.
• Ability to discuss patient financial responsibility professionally.
• Ability to handle confidential information.
• Willingness to complete Clinic Core Front Desk Training post-hire.

Responsibilities

• Serve as primary contact for patients and visitors.
• Manage front-desk operations and workflows.
• Explain payment options and collect payments.
• Document financial conversations and outcomes.

Skills

Verbal communication

Written communication

Data entry

Customer service

Privacy & confidentiality

Under pressure

Front desk operations

Attention to detail

Education

High school diploma or equivalent

Tools

Basic computer skills

Job description

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. Primary point of contact for patients and visitors and supports a positive, seamless patient experience by managing front-desk operations and workflows. The role also supports the financial aspects of the patient encounter by communicating applicable patient financial responsibility, requesting and collecting payment, explaining available payment options and assistance resources, and accurately documenting financial conversations and outcomes.

Position Details:

Additional Job Description

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

• 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.
• Attend and complete Clinic Core Front Desk Training post-hire.
• Ability to discuss patient financial responsibility, outstanding balances, payment options, and financial assistance resources with professionalism, confidence, empathy, and accountability.
• Ability to respond appropriately to patient questions or concerns while maintaining a positive, patient-centered experience.
• Ability to consistently follow and document established patient collection and financial-assistance referral workflows.

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.

Preferred Qualifications

Experience

• One year of applicable medical office experience.

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.