We’re a Little Different
Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.
We don’t believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.
At Mercy, you’ll feel our supportive community every step of your day, especially the tough ones. We’re a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.
Provides third party relay of requests from the medical community, patients and care givers to Mercy Physician Exchange clients and assists all callers in search of Mercy Physician new patient referrals for St Louis and Washington. Utilize the Infinity Database to provide accurate and courteous telephony communications while processing Physician Exchange messages through the Infinity Database and processing Physician Referral searches through the Sharp Focus database. This position exhibits the ability to represent the department to all clients in a professional and confidential manner performing duties and responsibilities in a manner consistent with our Mission, Values and Mercy Service Standards.
Because you’re committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That’s why you’ll bring to your role the right set of qualifications:
Staffing Support: Performs operator duties as scheduled by leadership to ensure adequate work flow coverage, working every other weekend and 50% of national holidays. Answers incoming calls via 3 lines, ensuring high quality of customer service to both callers and physicians.
Utilizes Infinity Database to accurately identify requested physicians and their OnCall coverage for Physician Exchange. Inputs verified caller information accurately and efficiently into database systems.
Places outbound calls and/or dispatches messages to appropriate physicians per departmental standards and procedures relaying appropriate information as needed to callers and physicians. Capable of answering general inquiries about physician office contacts and after-hours schedules from information provided by the Infinity Database as well as locate resources for additional information, and relay messages to OnCall physicians.
Utilizes Mercy Find a Doc website to refer new patients to a Mercy physician based on caller preferences.
Utilizes EPIC Price Estimator to assist potential patients in verifying estimates for service costs at Mercy.
Maintain privacy and confidentiality of all patient information and provider information at all times, adhering to the guidelines and regulations set forth by HIPAA.
Technical Support and Training: Keeps up-to-date on departmental and corporate policies and procedures, seeking leadership guidance for any questions or concerns. Maintains working knowledge of the Infinity and EPIC Databases and equipment utilized daily such as fax machine and printer. Attends mandatory staff meetings and training in compliance with annual department requirements. Notifies leadership of any equipment problems so MTS tickets can be opened when needed, contacting the appropriate after-hours OnCall leader when an issue cannot be held over for business hours. Maintain working knowledge of exchange backup database (IBOE) and procedures in the event of an evacuation or system down time. Attends Training & Development classes totaling >8 hours by the end of the fiscal year.
Interactions and Deadlines: Interacts with co-workers, internal Mercy contacts, external clients and patients in accordance with the expectations of the position while maintaining a positive and professional demeanor, providing them an individualized signature experience. Acts as Charge (shift lead) in a rotating capacity with team members to facilitate handling of special needs accounts and follow-ups throughout the shift to ensure timely processing of client requests and message processing. Assists leadership team with various department projects that can be temporary, daily, weekly or monthly assignments including but not limited to: billing, scanning, office follow-up, and outside department projects to support other Mercy entities.
Performs other duties as assigned that may not be listed above.
We’ll Support You at Work and Home
Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds, even to part-time employees. We’re proud to provide tuition reimbursement to help you grow and learn new skills.
What Makes a Good Match for Mercy
Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.