Patient Access Lead (Non-Exempt)

Location: Mercy Hospital St. Louis will travel to several locations
Employment Type: Full-Time (40 hours/week)

At Mercy, we believe in careers that match the unique gifts of unique individuals. As a Lead Patient Access Representative, you will play a key role in supporting Patient Access operations across multiple locations, serving as both a frontline expert and a team resource.

This position acts as a working lead and float, ensuring consistent service excellence, operational efficiency, and staff support across the Patient Access team. You will uphold Mercy’s mission by delivering compassionate, high-quality patient interactions while helping guide workflows and team performance.

Key Responsibilities

Leadership & Team Support

• Serve as a resource and subject matter expert for Patient Access team members
• Provide guidance, training support, and real-time problem solving
• Float between departments and locations to support staffing needs and workflow demands
• Promote a positive team environment and reinforce Mercy service standards

Patient Access Operations

• Facilitate all aspects of patient entry into Mercy facilities, including:
  • Scheduling and registration
  • Insurance verification and eligibility
  • Pre-certification and financial clearance
  • Collection of patient financial responsibility
• Ensure complete and accurate patient demographic and insurance data

Customer Service Excellence

• Deliver exceptional service to patients, visitors, providers, and internal teams
• Greet every individual with professionalism, warmth, and compassion
• Minimize patient wait times and enhance the overall patient experience

Compliance & Accuracy

• Maintain strict patient confidentiality in accordance with HIPAA
• Ensure compliance with Medicare, Joint Commission, EMTALA, and system standards
• Obtain required documentation, signatures, and clinical information
• Use two patient identifiers to verify patient identity

Financial Stewardship

• Communicate patient financial responsibility clearly and respectfully
• Collect payments accurately and balance cash drawers per policy
• Identify and refer patients for financial assistance or Medicaid eligibility when appropriate

Quality & Performance

• Ensure high accuracy in registration, scheduling, and documentation
• Meet departmental productivity and revenue cycle goals
• Adapt to workflow changes and support process improvements

Qualifications

Education

• High School Diploma required
• Some college coursework preferred

Experience

• 1–3 years of clerical and/or customer service experience required
• Prior healthcare, patient access, or revenue cycle experience preferred
• Familiarity with medical terminology and insurance plans strongly preferred

Skills & Competencies

• Strong leadership support and teamwork skills
• Excellent communication and customer service abilities
• High attention to detail and organizational skills
• Ability to multitask, meet deadlines, and work under pressure
• Working knowledge of computer systems and data entry
• Ability to maintain confidentiality and professionalism at all times

Why Join Mercy?

• Be part of a mission-driven organization centered on compassionate care
• Opportunities for growth, development, and ongoing education
• Supportive team environment focused on collaboration and excellen