Patient Service Agent - Primary Care Call Center

*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
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves 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 escalate 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

Minimum Required Qualifications
Education: High School Diploma or Equivalent
Experience: Customer Service experience
Certification/Registration:
Other Skills and Knowledge: Basic computer skills, Data Entry

Preferred Qualifications

Experience: Previous healthcare experience, particularly using EPIC.

Other Skills and Knowledge: Professional, courteous, and compassionate attitude, ability to multi-task, type 60 wpm

Physical Requirements:
* 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.