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

Mercy•Springfield, MO

3d•Onsite

About The Position

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. The primary point of contact for patients and visitors, this role 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.

Requirements

High school diploma or equivalent.
Proficient in both Patient Services Representative and Advance Patient Services Representative competencies, as verified by department leader.
Strong verbal and written communication skills.
Ability to communicate effectively and professionally.
Proficiency in basic computer skills, including data entry and word processing.
Excellent customer service skills.
Accuracy and attention to detail.
Ability to maintain confidentiality and follow privacy policy/procedure.
Demonstrating discretion and maintaining patient privacy.
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.

Nice To Haves

One year of applicable medical office experience.

Responsibilities

Managing patient interactions, administrative tasks, and providing exceptional customer service.
Managing front-desk operations and workflows.
Communicating applicable patient financial responsibility.
Requesting and collecting payment.
Explaining available payment options and assistance resources.
Accurately documenting financial conversations and outcomes.
Responding appropriately to patient questions or concerns while maintaining a positive, patient-centered experience.
Consistently following and documenting established patient collection and financial-assistance referral workflows.