Patient Service Representative

Mercy Co; O’Fallon (MO); On-site; USD 19,000 - 30,000; Full time

Job summary

Mercy is seeking a Patient Service Representative to be the first point of contact for patients and visitors, ensuring a seamless front-desk experience and accurate handling of schedules and intake processes.

The role supports patient financial conversations, explains payment options, collects payments when due, and documents conversations with care and discretion in a fast-paced healthcare setting. One year of applicable medical office experience may be preferred.

Qualifications

• High school diploma or equivalent is required.
• Excellent verbal and written communication with patients, visitors, and staff.
• Proficient basic computer skills, including data entry.
• Strong customer service skills with empathy and professionalism.
• Ability to maintain patient privacy and follow privacy policies.
• Capable of working under pressure and adapting to unexpected situations.
• Attend and complete Clinic Core Front Desk Training post-hire.

Responsibilities

• Manage front-desk operations to support a positive patient experience.
• Explain patient financial responsibilities and collect payments as needed.
• Document financial conversations and outcomes accurately.
• Coordinate scheduling and patient flow with clinic teams.
• Maintain confidentiality and follow privacy procedures.

Skills

Verbal communication

Data entry

Customer service

Attention to detail

Confidentiality

Adaptability

Training

Education

High school diploma or equivalent

Job description

Find your calling at Mercy! The Patient Service Representative is a primary point of contact for patients and visitors and supports a positive, seamless patient experience by managing front-desk operations and workflows. The PSR 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

Minimum Qualifications

• High school diploma or equivalent.

Education

• High school diploma or equivalent.

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

• 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.