Patient Access Representative (Part Time 24 hours a week)

Mercy Hospital St. Louis | St. Louis, MO

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 Part 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.
• Mee