Patient Service Rep - Full Time - Hand Surgery Edmond I-35 North

About the role

The Patient Service Representative is a primary point of contact for patients and visitors and supports a positive, seamless patient experience by managing front-desk operations and workflows. The PSR 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.

Responsibilities

• Manage front-desk operations and workflows to ensure a seamless patient experience
• Serve as primary point of contact for patients and visitors
• Communicate patient financial responsibility, outstanding balances, payment options, and financial assistance resources with professionalism, confidence, empathy, and accountability
• Request and collect payment; explain available payment options and assistance resources
• Accurately document financial conversations and outcomes
• Enter patient information, schedule appointments, and process documentation with accuracy and attention to detail
• Handle patient inquiries and concerns with tact, diplomacy, and a patient-centered approach
• Maintain confidentiality and follow privacy policies and procedures
• Follow and document established patient collection and financial-assistance referral workflows
• Respond appropriately to patient questions or concerns while maintaining a positive experience
• Attend and complete Clinic Core Front Desk Training post-hire

Requirements

Education

• High school diploma or equivalent

Skills, Knowledge & Abilities

• Strong verbal and written communication skills for interacting with patients, healthcare professionals, and staff
• Proficiency in basic computer skills, including data entry and word processing
• Excellent customer service skills; empathetic, patient-focused, and able to handle inquiries with tact and diplomacy
• Accuracy and attention to detail, particularly when entering patient information, scheduling appointments, and processing documentation
• Ability to maintain confidentiality and follow privacy policy/procedure
• Adaptable and able to work effectively under pressure, handling unexpected situations with professionalism and composure
• Ability to discuss patient financial responsibility, outstanding balances, payment options, and financial assistance resources with professionalism, confidence, empathy, and accountability
• Ability to respond appropriately to patient questions or concerns while maintaining a positive, patient-centered experience
• Ability to consistently follow and document established patient collection and financial-assistance referral workflows

Physical Requirements

• Ability to push, pull, and/or lift 50 lbs. occasionally
• Standing and walking required during each shift
• Ability to grip, reach, bend, kneel, twist, and squat to perform duties

Preferred Qualifications

• One year of applicable medical office experience

Benefits

From day one, Mercy offers outstanding benefits for team members working 32+ hours per pay period:

• Medical, dental, and vision coverage
• Paid time off
• Tuition support
• Matched retirement plans

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.