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The Patient Access Representative is often the first point of contact for our patients and therefore must represent Mercy with the highest standard of customer service, compassion and perform all duties in a manner consistent with our mission, values and Mercy Service Standards.

The Patient Access Representative will facilitate all components of the patient's entrance into any Mercy facility. This may include scheduling, registration, benefit verification, pre-certification and financial clearance including pre-visit collection. The Patient Access Representative will be responsible for ensuring that the most accurate patient data is obtained and populated into the patient record. This co-worker must have an exceptional attention to detail and maintain knowledge and competence with insurance carriers, Medicare guidelines as well as federal, state and accreditation agencies.

Position Details:

Patient Access Representative (Full Time 40 hours a week)

Mercy Hospital St. Louis | St. Louis, MO

Mercy Ballas Center for Specialty Care - 701 S New Ballas Road

Job Summary

Mercy Hospital St. Louis is seeking a customer-focused and detail-oriented Patient Access Representative to join our Emergency Department team on a Full Time basis. This role serves as the first point of contact for patients and visitors and is responsible for facilitating all aspects of the patient access process, including registration, insurance verification, financial clearance, scheduling, and collection of patient financial responsibilities.

The Patient Access Representative plays a critical role in ensuring an exceptional patient experience while supporting accurate registration, regulatory compliance, and revenue cycle operations. Successful candidates demonstrate strong communication skills, attention to detail, and the ability to perform effectively in a fast-paced emergency care environment.

Primary Responsibilities

Patient Experience & Customer Service

• Greet patients, families, and visitors with warmth, professionalism, and compassion.
• Deliver exceptional customer service to patients, physicians, coworkers, insurance carriers, and other stakeholders.
• Assist patients with registration and admission processes while maintaining a positive and supportive experience.
• Minimize wait times and ensure efficient patient flow throughout the registration process.
• Respond professionally to inquiries in person and over the phone.

Registration & Insurance Verification

• Collect and accurately enter demographic, insurance, and guarantor information into the electronic medical record.
• Verify insurance eligibility, benefits, and authorization requirements.
• Complete registration, scheduling, referrals, and financial clearance activities according to department guidelines.
• Ensure appointments and patient encounters are accurately documented and processed.
• Utilize at least two patient identifiers to accurately match patients to their medical records.

Financial Responsibilities

• Discuss out-of-pocket expenses and financial obligations with patients in a professional and compassionate manner.
• Collect patient payments before or at the time of service when appropriate.
• Accurately post payments and reconcile cash drawer transactions according to departmental policy.
• Refer patients to financial assistance programs or Medicaid eligibility resources as needed.
• Support revenue cycle goals by ensuring complete and accurate financial documentation.

Compliance & Confidentiality

• Maintain strict confidentiality of patient information and comply with all HIPAA requirements.
• Obtain required consents, insurance forms, financial agreements, and legal signatures.
• Ensure compliance with EMTALA, Medicare regulations, Joint Commission standards, and other federal and state requirements.
• Secure patient information and properly dispose of confidential documents.

Communication & Teamwork

• Collaborate effectively with clinical departments, physicians' offices, and fellow coworkers to ensure seamless patient care.
• Demonstrate professional communication and a positive team-oriented attitude.
• Adapt to changing priorities and support departmental initiatives.
• Participate in process improvement efforts and ongoing training opportunities.

Systems & Operational Support

• Demonstrate proficiency in registration systems, electronic medical records, and other required software applications.
• Follow downtime procedures and manual registration processes when needed.
• Maintain accuracy while working under pressure in a fast-paced Emergency Department environment.
• Meet established productivity, quality, and revenue cycle performance standards.

Qualifications

Required

• High School Diploma or equivalent.
• Strong customer service and communication skills.
• Ability to accurately manage multiple tasks while maintaining attention to detail.
• Proficiency with computers and data entry.
• Ability to work effectively in a high-volume, fast-paced healthcare setting.

Preferred

• 1–3 years of clerical, registration, or customer service experience.
• Previous healthcare, hospital, or medical office experience.
• Knowledge of medical terminology.
• Experience with insurance verification, eligibility processes, and healthcare billing requirements.
• Some college coursework.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• Ability to remain calm and professional under stress.
• Attention to detail and commitment to accuracy.
• Exceptional customer service and interpersonal skills.
• Ability to establish positive working relationships with patients, physicians, hospital staff, and insurance providers.

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 during each shift.
• Ability to bend, kneel, twist, squat, reach, and grip as necessary to perform job duties.

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.