Patient Service Agent – Primary Care Call Center Full Time

Responsible for scheduling patient appointments and taking patient messages. Giving general information regarding their visit instructions and expectations. Maintain calm, pleasant professional, attitude. Delivers excellent customer service using exceptional telephone etiquette.

Position Details

Patient Service Agent

Mercy Primary Care Call Center

Full Time, Monday through Friday

Hybrid

Qualifications

• Education: High School Diploma or Equivalent
• Experience: Customer Service experience
• Other Skills and Knowledge: Basic computer skills, Data Entry
• Other Skills and Knowledge: Professional, courteous, and compassionate attitude, ability to multi-task, type 60 wpm

Job Duties

• Handle high-volume inbound and outbound calls, assisting patients with MyMercy scheduling and general inquiries.
• Identify patient needs, provide accurate information, resolve issues, and escalate when necessary.
• Document call details in the EMR according to established procedures.
• Deliver compassionate, high-quality service while following call center scripts and HIPAA guidelines.
• Build positive patient relationships and contribute to team performance goals.
• Support organizational mission and complete additional duties as assigned.

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.