Mercy Health

  • Patient Svc Representative

    Requisition ID
    Position Type
    Part Time
    Womens Oncology
  • Overview

    Job Template Header


    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.


    Responsibilities and Qualifications

    Performs a variety of clerical duties for physicians and clinic staff. Retrieves insurance and patient information, provides forms for tests or interoffice communications and secures signatures as needed. Enters new and established patient information into the computer. Answers incoming calls, sets appointments for patients, dispatches messages and/or calls for all employees. Monitors and revises physician schedules as appropriate. Performs patient care activities within the scope of data entry/processing and patient account functions. Establishes payment plans and collection of payments. Answers questions on insurance claims, obtaining disability insurance benefits, home health care, medical equipment, surgical care, medical records and patient referrals. In communicating with patients, families, visitors and employees, a caring, friendly, personal and professional approach is expected. Performs related duties as assigned. All duties, responsibilities and qualifications documented in this job description/evaluation form are subject to reasonable accommodation. This job description/evaluation is not to be construed as a detailed statement of duties, responsibilities requirements. Employees of Mercy are expected to comply with all federal, state and local regulations in addition to organization policy and procedures.



    Evaluates patient chart and registration information for current address, telephone number and insurance information.

    Answers incoming calls in a friendly manner, sets appointments for patients, dispatches messages and/or calls for all employees.  Makes outbound calls for scheduling.  Monitors and revises physician schedules as appropriate. 

    3.1 Copies and collects all pertinent insurance information and secures signatures as needed for medical records.
    3.2 Data entry of hospital charges.
    3.3 Collects co-pay and explains payment requirements and filing of insurance.
    3.4 Defines charges for services rendered and verifies tests were completed.
    3.5 Preparation and entry of data processing functions related to patient billing and insurance, daily charges and payments. Responsible for input accuracy and timeliness.
    3.6 Preparation and monitoring of payment agreements. Assists receptionists in credit status questions.
    3.7 Makes payment adjustments on accounts with manager approval.
    3.8 Balances all charges and payments at end of day. Prepares daily bank deposit.

    4.1 Sets telephone, as appropriate, for end of day.
    4.2 Pulls, files, sorts, distributes and maintains medical records.
    4.3 Prepares appointment reminder cards or other mailed patient information.
    4.4 Prints computer appointment schedules for each physician and distributes to departments as needed.
    4.5 Enters appointments in the computer with appropriate information; e.g., lab tests requested.
    4.6 Prints labels, registration forms and/or other computer information needed.
    4.7 Records information for recall appointments.
    4.8 Relays telephone calls to appropriate area or takes messages.
    4.9 Handles returned mail, returned checks, post-dated checks, bankruptcies, deceased accounts and attorney accounts.
    4.10 Provides follow-up on delinquent accounts and recommends collection action to the physicians.
    4.11 Notifies answering service when doctor is gone or office is closed.
    4.12 Ensures the return message has an accurate telephone number and patient name.

    5.1 Schedules future appointments for patient and informs the patient of any preparation needed prior to test(s).
    5.2 Schedules referral appointments with specialists, outside agencies, and other healthcare facilities. Notifies the patient by telephone of referral appointment.
    5.3 Performs proper scheduling of appointments. Reschedules appointment at request of patient or if doctors change their schedules.

    Performs administrative duties associated with managed care and referrals.

    Obtains patient authorization for medical record release. Sends medical record requests to physicians, healthcare facilities, and other agencies within medical records guidelines.

    Researches appropriate procedure and diagnosis codes when missing or unfamiliar for approval by supervisor or physician.

    Assists patients and insurance companies with account inquiries and other queries.

    Provides and coordinates written communications to governmental agencies, insurance companies and patients using standard forms.

    Processes benefit correspondence, signature and insurance forms as needed.

    Maintains patient authorization files in regard to Medicaid, Medicare and other insurance requirements.

    Researches and resolves problems with patients’ accounts and makes all necessary update or corrections.

    Works accounts receivable collections which includes telephone contact with the patient.

    Counsels patients regarding accounts and accepts payments on current and delinquent balances.

    Assists patients in completing necessary forms to obtain hospitalization or surgical pre-certification from insurance companies.

    Confirms all workman’s compensation claims with employers.

    Enters patient registration and insurance information in the computer system.

    Responsible for correct billing of insurance and workman’s compensation claims.

    20.1 Performs other duties as assigned by supervisor.
    20.2 Meets Health System attendance standards.
    20.3 Wears clothing and Health System badge consistent with dress code, and attends to personal hygiene to maintain a clean, well-groomed appearance.
    20.4 Wears proper personal protective equipment when appropriate
    20.5 Observes universal precautions consistently.



    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:

    Education: Medical office training beneficial. Education necessary to communicate effectively in written and verbal form. Knowledge of business office procedures, medical terminology and insurance procedures beneficial. Must have computer knowledge, typing skills and knowledge of basic math.
    Licensure: None.
    Experience: One year experience in a clinic setting beneficial or two years in a public contact position.
    Certifications: CPR certification beneficial.
    Other: Skills, Knowledge, and Abilities: Skill in greeting patients and answering the telephone in a pleasant and helpful manner. Ability to read, understand and follow written and oral instruction. Ability to sort and file materials correctly by alphabetical, numerical, or color-coded systems. Must display initiative and willingness to accept additional duties in the front office area during absences and adapt to fluctuating workload. Must be able to communicate clearly and establish and maintain effective working relationships with patients, staff, and the public. Equipment Used: Must be able to operate multi-line telephone, fax, copy machine, computer and calculator.


    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.


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