Advanced Patient Services Representative -Mercy Kids Center for Neurodevelopment

Find your calling at Mercy!

The Advanced Patient Services Representative plays a crucial role in ensuring the smooth operation of the clinic practice by managing patient interactions, administrative tasks, and providing exceptional customer service. This position requires a high level of professionalism, communication skills, and the ability to handle a variety of responsibilities efficiently.

Position Details:

Advanced Patient Services Representative – Behavioral Health

Mercy Kids Center for Neurodevelopment
Full-Time | 40 Hours per Week

Mercy Kids Center for Neurodevelopment is seeking an experienced and service-focused Advanced Patient Services Representative (APSR) to support our Behavioral Health team. This role serves as a key resource for patients, families, providers, and clinic staff by coordinating complex patient access functions, supporting front-office operations, and helping ensure an exceptional patient experience.

The APSR combines advanced scheduling, registration, financial, and customer service responsibilities with a strong focus on operational efficiency, patient satisfaction, and team collaboration.

Position Overview

As an Advanced Patient Services Representative, you will play an integral role in coordinating patient care access, managing clinic workflows, supporting scheduling and registration processes, and assisting with financial counseling activities. This position requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to delivering compassionate, family-centered service.

Key Responsibilities

Patient Access & Customer Service

• Welcome patients and families in a courteous, professional, and compassionate manner.
• Verify patient identity and demographic information accurately.
• Perform patient check-in, check-out, and appointment scheduling functions.
• Answer incoming calls and assist patients with questions, requests, and service needs.
• Resolve patient concerns and complaints whenever possible or escalate issues appropriately to ensure a positive patient experience.
• Keep patients informed regarding provider delays and schedule changes.

Registration & Scheduling

• Create and maintain accurate patient records in Epic.
• Correct registration errors and manage assigned work queues.
• Oversee department schedules and verify upcoming clinic schedules to support efficient patient flow.
• Coordinate scheduling for specialty testing, procedures, and services.
• Collaborate with providers and staff to optimize clinic scheduling and operational efficiency.
• Communicate securely and appropriately when handling patient information.

Financial & Revenue Cycle Support

• Provide procedure and service estimates for patients and families.
• Deliver timely Good Faith Estimates in accordance with the No Surprises Act.
• Manage clinic accounts receivable activities as assigned.
• Assist patients with payment plan options and financial arrangements.
• Balance and reconcile daily cash drawer transactions accurately.

Administrative & Operational Support

• Process mail, scanning, faxing, copying, and document management activities.
• Manage electronic workflows, including RightFax and assigned Epic work queues.
• Maintain accurate electronic health records and documentation.
• Communicate and collaborate with internal departments to support coordinated patient care.
• Maintain working knowledge of clinic equipment and technology, including computers, scanners, copiers, fax machines, and payment processing devices.
• Participate in meetings, review departmental communications, and contribute ideas for process improvement.

Clinic Leadership & Change Support

• Serve as a department resource and champion for new workflows, operational initiatives, and Epic updates.
• Support adoption of new processes and provide guidance to Patient Services Representatives as needed.
• Promote efficient and consistent front-office practices across the department.

Compliance & Safety

• Maintain a clean, safe, and welcoming reception and waiting area in accordance with Infection Prevention standards.
• Adhere to all Mercy confidentiality, privacy, and safety policies.
• Complete incident reports and documentation according to organizational procedures.
• Perform additional duties as assigned.

Minimum Qualifications

Education

• High school diploma or equivalent required.

Experience

• Demonstrated proficiency in Patient Services Representative and Advanced Patient Services Representative competencies as validated by department leadership.

Skills & Knowledge

• Knowledge of medical terminology, insurance processes, and healthcare billing practices.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency with computer systems, data entry, and electronic health records.
• Exceptional customer service skills with a patient- and family-centered approach.
• Strong attention to detail and commitment to accuracy.
• Ability to maintain confidentiality and protect patient information.
• Effective problem-solving and conflict-resolution skills.
• Ability to work independently and collaboratively in a fast-paced healthcare environment.
• Adaptability and professionalism when responding to changing priorities and unexpected situations.

Physical Requirements

• Ability to occasionally lift, push, and/or pull up to 50 pounds.
• Ability to stand and walk throughout the workday.
• Ability to perform activities including reaching, bending, kneeling, squatting, twisting, and gripping as required to perform job duties.

Why Mercy?

At Mercy Kids Center for Neurodevelopment, we are dedicated to helping children and families access the specialized care and support they need. As an Advanced Patient Services Representative, you will be part of a compassionate, collaborative team committed to delivering exceptional patient experiences and improving outcomes for the families we serve.

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

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.