Patient Service Representative-Mercy Clinic Washington Peds

Full-Time | 40 Hours Per Week | Day Shift

Are you passionate about delivering exceptional customer service in a healthcare setting? We are seeking a Patient Services Representative to serve as a vital connection between our patients, providers, and clinical teams. In this role, you will help ensure a seamless patient experience by managing front-office operations, coordinating appointments, supporting financial processes, and providing outstanding service with professionalism and compassion.

If you thrive in a fast-paced environment, enjoy helping others, and take pride in keeping operations running smoothly, we'd love to hear from you!

• Welcome patients and verify identities in a professional, friendly, and timely manner.
• Manage patient check-in, check-out, and appointment scheduling processes.
• Keep patients informed of scheduling delays and provide updates when providers are running more than 15 minutes behind schedule.
• Address patient concerns and complaints, ensuring timely resolution and exceptional patient satisfaction.
• Maintain a clean, safe, and welcoming reception and waiting area in accordance with Infection Control Guidelines.

• Answer incoming phone calls and assist patients with inquiries.
• Create and maintain Epic charts and electronic health records (EHRs).
• Process mail, scanning, faxing, copying, and other office-related tasks.
• Correct registration errors and manage assigned work queues.
• Maintain accurate patient records and uphold strict confidentiality standards.

• Coordinate appointments, procedures, testing, and surgical scheduling.
• Provide procedural and surgical cost estimates, including Good Faith Estimates in compliance with the No Surprises Act.
• Collaborate with providers, clinic staff, and other departments to support efficient patient care delivery.
• Review and verify upcoming schedules to maximize clinic efficiency.

• Balance and reconcile a daily cash drawer.
• Support accounts receivable processes.
• Establish payment plans and assist patients with financial arrangements.
• Manage department-specific work queues and related follow-up activities.

• Serve as a change champion for new initiatives and Epic updates.
• Support adoption of workflow improvements and best practices among Patient Services Representatives.
• Participate in meetings, review department communications, and recommend process improvements.
• Ensure proper use and general maintenance of office equipment, including computers, scanners, copiers, fax machines, and payment devices.

• High School Diploma or equivalent required.

• Knowledge of medical terminology, insurance practices, and billing procedures.
• Strong verbal and written communication skills.
• Excellent customer service and patient-relations abilities.
• Proficiency with computer systems, data entry, and electronic health records.
• Strong attention to detail and accuracy.
• Ability to maintain patient confidentiality and comply with privacy regulations.
• Excellent organizational, problem-solving, and conflict-resolution skills.
• Ability to adapt in a fast-paced healthcare environment while maintaining professionalism and composure.

• Ability to occasionally push, pull, and/or lift up to 50 pounds.
• Ability to stand and walk throughout the workday.
• Ability to bend, kneel, reach, twist, squat, and perform routine physical tasks associated with clinic operations.

• Full-Time Schedule (40 Hours per Week)
• Day Shift Hours
• Meaningful work that positively impacts patients and families
• Collaborative and supportive healthcare environment
• Opportunities for growth, learning, and professional development