Patient Service Agent - Primary Care Call Center

Find your calling at Mercy!

* This is a hybrid remote position. The person hired for this role must live within commuting distance to Oklahoma City, Oklahoma. Requires 90 days of full-time, in-person training before hybrid work becomes available.*

• Answer incoming calls and respond to patients' MyMercy scheduling requests
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by identifying issues, clarifying issues and researching patient related issues
• Build sustainable relationships and engage customers by going the extra mile
• Fulfills requests by clarifying desired information; completing encounters; routing calls to appropriate resources
• Managing large amounts of inbound and outbound calls in a timely manner
• Document all call information according to standard operating procedures within our EMR in a comprehensible way
• Management and resolve customer complaints
• Following call center scripts when handling different topics
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Meet personal/team qualitative and quantitative targets
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Identify and elevate issues to supervisors
• Other duties as assigned
• Maintains HIPAA privacy on all patients
• Shows a kind and compassionate demeanor with each patient
• Upholds Mercy Mission Statement

• Education:
  
  High School Diploma or Equivalent
• Experience:
  
  Customer Service experience
• Certification/Registration: (none specified)
• Other Skills and Knowledge:
  Basic computer skills, Data Entry

• Experience:
  
  Previous healthcare experience, particularly using EPIC.
• Other Skills and Knowledge:
  Professional, courteous, and compassionate attitude, ability to multi-task, type 60 wpm.

• Position requires the ability to push, pull, and/or lift 50 lbs on a regular basis.
• Position requires prolonged standing and walking during each shift.
• Position requires the ability to grip, reach, bend, kneel, twist, and squat to perform duties.

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.