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

Mercy; Town of Springfield (WI); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Tuition assistance

Retirement plan

Job summary

Mercy is seeking an Advanced Patient Services Representative to manage front-desk operations, handle patient interactions, and support a seamless patient experience. The role includes communicating financial responsibility, collecting payments, and documenting outcomes with accuracy and discretion.

The position requires a high school diploma or equivalent and proficiency in both Patient Services Representative and Advanced Patient Services Representative competencies, with strong communication

Qualifications

• High school diploma or equivalent required.
• Proficient in Patient Services Representative and Advanced Patient Services Representative competencies.

Responsibilities

• Manage front-desk operations and patient interactions.
• Explain patient financial responsibility and gather payments.
• Document financial conversations and outcomes accurately.
• Schedule appointments and process documentation.
• Provide excellent customer service to patients and visitors.
• Maintain confidentiality and privacy in all patient information.

Skills

Verbal communication

Written communication

Data entry

Word processing

Customer service

Empathy

Attention to detail

Privacy/compliance

Calm under pressure

Training

Financial discussion

Workflow documentation

Education

High school diploma or equivalent

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

• 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.
  • 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.

• including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period

Transforming the Health of Our Communities

Our Mercy health system was founded by the Sisters of Mercy in 1986. But our heritage goes back more than 195 years. It began with an Irish woman named Catherine McAuley, who was determined to help women and children in Dublin experiencing poverty. Though Catherine had a modest upbringing, she received an unexpected inheritance that allowed her to fulfill that dream. In 1828, she opened the first House of Mercy in Dublin, intending to teach skills to women and educate children. Many volunteers came to help. A fewt ...