Patient Service Coordinator - General Surgery - Full-Time

Mercy Cedar Rapids; Baltimore (MD); On-site; USD 21,000 - 30,000; Full time

Job summary

Mercy Cedar Rapids in Baltimore is seeking a friendly, detail‑oriented medical front desk clerk to provide administrative support and exceptional patient service. You will handle phone calls, schedule appointments, prepare records, and assist the care team with daily office tasks.

The role requires strong communication, basic computer skills, and the ability to navigate Epic scheduling and clinical software.

Qualifications

• One year of relevant customer service experience preferred.
• Previous experience in a medical office setting preferred.
• High School Diploma or equivalent preferred.

Responsibilities

• Answers telephone and directs callers in a friendly, prompt and professional manner.
• Prepares incoming medical record information for provider visit.
• Retrieves and disburses messages.
• Schedules, cancels, reschedules and confirms patient visits.
• Provides patient education as needed for scheduled tests/procedures.
• Handles routine billing questions and escalates complex queries as needed.
• Responds to medical record requests in a timely manner.
• Utilizes scheduling software and Epic systems.
• Cross crosses for other clerical staff as needed.
• Maintains a clean, neat, and orderly work area.

Skills

Customer service

Communication

Computer skills

Organization

Time management

Attention to detail

Poised under pressure

Education

High School Diploma or equivalent

Tools

Epic scheduling

Outlook

Job description

Work Shift

Day

Scheduled Weekly Hours

40

Summary

This position supports Mercy’s philosophy of patient centered care by providing excellent customer service and enables the facilitation of positive patient outcomes by providing administrative and clerical support to Mercy.

Job Description

Job Duties

• Answers telephone and disburses callers in a friendly, prompt and professional manner. Conveys messages accurately and appropriately.
• Prepares incoming medical record information for provider visit.
• Retrieves and disburses messages.
• Schedules, cancels, reschedules and confirms patient office visits in an accurate manner and according to office scheduling procedures.
• Provides patient education as needed for the scheduled test/procedures.
• Handles routine billing questions as they arise and forwards more complex questions to the Mercy billing office as appropriate.
• Responds to medical record requests in a timely manner.
• Demonstrates a general understanding of the different insurance carriers (including Title 19 and Medicare) and their eligibility requirements.
• Utilizes and has full knowledge scheduling software and the fundamentals of the clinical software.
• Cross covers for other clerical staff as needs arise.
• Maintains work area in a clean, neat and orderly manner.
• Follows Mercy’s safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.

Department Specific Duties

MMC General Surgery:

• Maintains physician schedule in the scheduling software and in outlook.
• Creates weekly meeting agendas, with input for the team, records and distributes meeting minutes as needed
• Orders office supplies.
• Understands all department work queues and assists support team by completing tasks as assigned.
• Handles batch, referrals, disbursing information to the right person.
• Supports clinic workflow by foreseeing patient and providers needs.
• Ensures all required forms and consents are completed accurately.
• Assists support team members with scanning required documents into Epic.
• Returns phone messages from providers to patients promptly and following provider guidelines in Epic.
• Cross trains on all task areas including prior authorizations, no show letters, claim edit and referral work queue, etc.
• Registration of new patients into EPIC system including all demographic information and insurance information.
• Ensures that patient demographics are completed, accurate, and insurance is maintained/up-to-date upon every patient encounter/check-in.
• Utilizes Epic scheduling and in-basket functions per clinic policies.

Knowledge, Skills and Abilities

• Excellent communication and customer service skills, computer skills, organization, time management, attention to detail and the ability to remain poised and efficient in a fast-paced environment.

Professional Experience

• One year of relevant customer service experience preferred, previous experience in a medical office setting preferred.

Education

• High School Diploma or equivalent preferred.

Licensure, Certification, Registration

• N/A

Physical Requirements

Light: Exert 20 lbs. of force occasionally and/or 10 lbs. of force frequently

Pay Rate Type

Hourly

_ Mercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years. _

Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.