Patient Service Agent - Mercy Primary Care Call Center

About the role

Responsible for scheduling patient appointments and taking patient messages. Provides general information regarding visit instructions and expectations. Maintains a calm, pleasant, professional attitude and delivers excellent customer service using exceptional telephone etiquette.

Full Time, Monday through Friday hybrid schedule — work from home 2 to 3 days per week after training.

Responsibilities

• Handle high-volume inbound and outbound calls, assisting patients with MyMercy scheduling and general inquiries.
• Identify patient needs, provide accurate information, resolve issues, and escalate when necessary.
• Document call details in the EMR according to established procedures.
• Deliver compassionate, high-quality service while following call center scripts and HIPAA guidelines.
• Build positive patient relationships and contribute to team performance goals.
• Support organizational mission and complete additional duties as assigned.

Requirements

• High School Diploma or Equivalent
• Customer Service experience
• Basic computer skills and data entry proficiency
• Professional, courteous, and compassionate attitude
• Ability to multi-task
• Type 60 words per minute

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Tuition support
• Matched retirement plans for team members working 32+ hours per pay period