Advanced Patient Services Representative -Mercy Kids Center for Neurodevelopment

Position Details

Mercy Kids Center for Neurodevelopment is seeking an experienced and service-focused Advanced Patient Services Representative (APSR) to support our Behavioral Health team.

Key Responsibilities

• Welcome patients and families in a courteous, professional, and compassionate manner.
• Verify patient identity and demographic information accurately.
• Perform patient check-in, check-out, and appointment scheduling functions.
• Answer incoming calls and assist patients with questions, requests, and service needs.
• Resolve patient concerns and complaints whenever possible or escalate issues appropriately to ensure a positive patient experience.
• Keep patients informed regarding provider delays and schedule changes.

Registration & Scheduling

• Create and maintain accurate patient records in Epic.
• Correct registration errors and manage assigned work queues.
• Oversee department schedules and verify upcoming clinic schedules to support efficient patient flow.
• Collaborate with providers and staff to optimize clinic scheduling and operational efficiency.
• Communicate securely and appropriately when handling patient information.

Financial & Revenue Cycle Support

• Provide procedure and service estimates for patients and families.
• Deliver timely Good Faith Estimates in accordance with the No Surprises Act.
• Manage clinic accounts receivable activities as assigned.
• Aid patients with payment plan options and financial arrangements.
• Balance and reconcile daily cash drawer transactions accurately.

Administrative & Operational Support

• Process mail, scanning, faxing, copying, and document management activities.
• Manage electronic workflows, including RightFax and assigned Epic work queues.
• Maintain accurate electronic health records and documentation.
• Communicate and collaborate with internal departments to support coordinated patient care.
• Maintain working knowledge of clinic equipment and technology, including computers, scanners, copiers, fax machines, and payment processing devices.
• Participate in meetings, review departmental communications, and contribute ideas for process improvement.

Clinic Leadership & Change Support

• Serve as a department resource and champion for new workflows, operational initiatives, and Epic updates.
• Support adoption of new processes and provide guidance to Patient Services Representatives as needed.
• Promote efficient and consistent front-office practices across the department.

Compliance & Safety

• Maintain a clean, safe, and welcoming reception and waiting area in accordance with Infection Prevention standards.
• Adhere to all Mercy confidentiality, privacy, and safety policies.
• Complete incident reports and documentation according to organizational procedures.
• Perform additional duties as assigned.