Patient Access Representative

Mercy Hospital St. Louis - Emergency Department Full-Time | Evening Shift

The Patient Access Representative is often the first point of contact for our patients and families and plays a critical role in creating a positive experience that reflects Mercy's mission, values, and service standards. This position is responsible for facilitating all aspects of the patient's entry into the Emergency Department, including registration, insurance verification, financial clearance, benefit verification, and collection of accurate demographic and insurance information.

The ideal candidate demonstrates exceptional customer service, strong attention to detail, and the ability to work efficiently in a fast-paced healthcare environment. This role supports patient satisfaction, regulatory compliance, and revenue cycle success while ensuring every patient receives compassionate and professional service.

Schedule:

• Full-Time Evening Shift
• Every other weekend required
• Every other holiday required
• Located in the Emergency Department at Mercy Hospital St. Louis

Key Responsibilities

Patient Registration & Access

• Greet patients, visitors, and families with professionalism, compassion, and courtesy.
• Accurately register patients and verify demographic, insurance, and guarantor information.
• Ensure patient records are accurately identified using at least two patient identifiers.
• Facilitate timely patient access while maintaining service excellence and minimizing wait times.
• Obtain all necessary documentation, signatures, and consents required for treatment and billing.

Customer Service

• Deliver outstanding service to patients, visitors, providers, insurance representatives, and fellow co-workers.
• Demonstrate professionalism and empathy during interactions with patients experiencing urgent or stressful situations.
• Maintain positive relationships across departments to support effective patient care and operations.

Insurance Verification & Financial Clearance

• Verify insurance eligibility and benefits according to established policies and procedures.
• Review patient financial responsibility and communicate out-of-pocket costs when applicable.
• Collect patient payments and accurately document all financial transactions.
• Balance cash drawers and maintain cash-handling procedures in accordance with departmental standards.
• Refer patients to Financial Assistance or Medicaid Eligibility resources when appropriate.

Compliance & Confidentiality

• Protect patient privacy and maintain confidentiality in accordance with HIPAA regulations.
• Ensure compliance with all applicable federal, state, and accreditation standards, including EMTALA, Medicare regulations, and Joint Commission requirements.
• Secure all patient information and dispose of confidential documents appropriately.

Quality & Accuracy

• Maintain the highest standards of accuracy when entering patient and insurance information.
• Complete all required registration, insurance, referral, and authorization processes accurately.
• Follow established procedures for insurance verification, eligibility determination, and pre-certification requirements.
• Meet departmental productivity, quality, and revenue cycle goals.

Teamwork & Professional Development

• Collaborate effectively with clinical and non-clinical departments to support patient care and departmental objectives.
• Adapt to changing priorities and patient volumes in a dynamic Emergency Department setting.
• Participate in training, continuing education, and professional development opportunities.
• Take initiative to learn new processes, systems, and healthcare regulations.

Qualifications

Required Education

• High School Diploma or GED required.

Preferred Experience

• One to three years of customer service, registration, or clerical experience.
• Previous healthcare, hospital, emergency department, or patient access experience preferred.
• Knowledge of medical terminology and insurance plans preferred.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and telephone etiquette.
• Ability to establish and maintain positive working relationships with patients, physicians, staff, and insurance providers.
• Exceptional attention to detail and organizational skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Proficiency with computer systems, data entry, and keyboarding.
• Ability to manage multiple priorities while maintaining accuracy and professionalism.

Physical Requirements

• Ability to push, pull, and/or lift up to 50 pounds on a regular basis.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to bend, kneel, twist, squat, reach, and perform repetitive movements as required.
• Ability to perform work in a fast-paced Emergency Department environment.

Why Join Mercy?

At Mercy, we believe in bringing to life a healing ministry through compassionate care and exceptional service. As a Patient Access Representative, you will play an important role in supporting our patients during critical moments while contributing to the success of one of the region's leading healthcare organizations.

Be the welcoming face of Mercy and help make a difference in every patient's experience.