About The Role

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

Patient Services Representative

Pediatric General Surgery & Thoracic Surgery

Mercy Clinic Towers A & B | Mercy Hospital St. Louis Full-Time | 40 Hours per Week

We're a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service. At Mercy, we believe in careers that match the unique gifts of unique individuals. Join us and make a difference in the lives of children and families every day.

Overview

Mercy is seeking an experienced and customer-focused Patient Services Representative to support our Pediatric General Surgery and Thoracic Surgery teams. This role serves as the first point of contact for patients and families, ensuring a welcoming experience while coordinating critical administrative, scheduling, and financial functions that support exceptional patient care.

The ideal candidate is highly organized, compassionate, and thrives in a fast-paced specialty clinic environment. This position plays a key role in helping children and their families navigate surgical care with confidence and ease.

What You'll Do

As an Advanced Patient Services Representative, you will

Greet patients and families in a professional, courteous, and compassionate manner.
Verify patient demographics, insurance information, and registration accuracy.
Manage appointment scheduling, check-in, and check-out activities.
Coordinate surgical cases, diagnostic testing, and provide procedural estimates.
Maintain and update electronic health records (Epic) to ensure accuracy and compliance.
Answer incoming calls and assist families with questions, scheduling needs, and concerns.
Monitor provider schedules and communicate delays to patients and families.
Process mail, scanning, faxing, copying, and other clerical duties.
Manage work queues and registration corrections to support clinic workflow efficiency.
Provide Good Faith Estimates in accordance with the No Surprises Act.
Work collaboratively with providers, nurses, and other departments to ensure seamless patient care.
Resolve patient concerns professionally and escalate issues when appropriate.
Balance and reconcile daily cash drawer activities and support accounts receivable processes.
Establish payment plans and assist families with financial coordination when needed.
Serve as a champion for operational improvements, Epic updates, and new initiatives.
Maintain a safe, clean, and welcoming reception environment.
Follow all Mercy policies related to confidentiality, safety, infection prevention, and patient privacy.
Perform other duties as assigned.

Qualifications

Required Education

High School Diploma or equivalent.

Required Experience

Demonstrated proficiency in both Patient Services Representative and Advanced Patient Services Representative competencies, as verified by department leadership.

Knowledge, Skills & Abilities

Knowledge of medical terminology, insurance processes, and healthcare billing procedures.
Strong verbal and written communication skills.
Excellent customer service and patient relations skills.
Proficiency with computer systems, data entry, and electronic health records.
Strong attention to detail and organizational skills.
Ability to maintain strict confidentiality and comply with privacy regulations.
Skilled in problem-solving, conflict resolution, and handling sensitive situations professionally.
Ability to prioritize tasks and work effectively in a busy healthcare environment.

Physical Requirements

Ability to occasionally lift, push, or pull up to 50 pounds.
Ability to stand and walk throughout the workday.
Ability to bend, reach, kneel, squat, twist, and perform other physical movements required for daily duties.

Why Join Mercy?

Comprehensive benefits package
Health, dental, and vision insurance
PTO and paid holidays
Retirement savings plan with employer match
Tuition reimbursement and career advancement opportunities
Supportive team environment focused on compassionate care
Opportunity to make a meaningful impact on the lives of pediatric patients and their families

Join Mercy and help create an exceptional experience for every child and family we serve.

Apply today to become part of Mercy's Pediatric General Surgery and Thoracic Surgery team at Mercy Hospital St. Louis.

Drop your files here

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.