Patient Access Representative (Full Time @ Mercy Ballas)

Patient Access Representative

The Patient Access Representative is often the first point of contact for our patients and therefore must represent Mercy with the highest standard of customer service, compassion and perform all duties in a manner consistent with our mission, values and Mercy Service Standards.

Position Details

• Mercy Hospital St. Louis | St. Louis, MO
• Part Time

Primary Responsibilities

• Greet patients, families, and visitors with warmth, professionalism, and compassion.
  Deliver exceptional customer service to patients, physicians, coworkers, insurance carriers, and other stakeholders.
  Absorb and accurately enter demographic, insurance, and guarantor information into the electronic medical record.
  Verify insurance eligibility, benefits, and authorization requirements.
  Complete registration, scheduling, referrals, and financial clearance activities according to department guidelines.
  Ensure appointments and patient encounters are accurately documented and processed.
  Utilize at least two patient identifiers to accurately match patients to their medical records.

• Discuss out-of-pocket expenses and financial obligations with patients in a professional and compassionate manner.
  Collect patient payments before or at the time of service when appropriate.
  Accurately post payments and reconcile cash drawer transactions according to departmental policy.
  Refer patients to financial assistance programs or Medicaid eligibility resources as needed.
  Support revenue cycle goals by ensuring complete and accurate financial documentation.

• Maintain strict confidentiality of patient information and comply with all HIPAA requirements.
  Obtain required consents, insurance forms, financial agreements, and legal signatures.
  Ensure compliance with EMTALA, Medicare regulations, Joint Commission standards, and other federal and state requirements.
  Secure patient information and properly dispose of confidential documents.

• Collaborate effectively with clinical departments, physicians' offices, and fellow coworkers to ensure seamless patient care.
  Demonstrate professional communication and a positive team-oriented attitude.
  Adapt to changing priorities and support departmental initiatives.
  Participate in process improvement efforts and ongoing training opportunities.

• Demonstrate proficiency in registration systems, electronic medical records, and other required software applications.
  Follow downtime procedures and manual registration processes when needed.
  Maintain accuracy while working under pressure in a fast-paced Emergency Department environment.
  Meet established productivity, quality, and revenue cycle performance standards.

Qualifications

• High School Diploma or equivalent
• Strong customer service and communication skills
• Ability to accurately manage multiple tasks while maintaining attention to detail
• Proficiency with computers and data entry
• Ability to work effectively in a high-volume, fast-paced healthcare setting

Preferred

• 1–3 years of clerical, registration, or customer service experience
• Previous healthcare, hospital, or medical office experience
• Knowledge of medical terminology
• Experience with insurance verification, eligibility processes, and healthcare billing requirements
• Some college coursework

Skills & Competencies

• Excellent verbal and written communication skills
• Strong organizational and problem-solving abilities
• Ability to remain calm and professional under stress
• Attention to detail and commitment to accuracy
• Exceptional customer service and interpersonal skills
• Ability to establish positive working relationships with patients, physicians, hospital staff, and insurance providers

Physical Requirements

• Ability to push, pull, and/or lift up to 50 pounds on a regular basis
• Ability to stand and walk for extended periods during each shift
• Ability to bend, kneel, twist, squat, reach, and grip as necessary to perform job duties