Patient Services Representative - Pediatrics

**Find your calling at Mercy!** =============================== The Advanced Patient Services Representative plays a crucial role in ensuring the smooth operation of the clinic practice by managing patient interactions, administrative tasks, and providing exceptional customer service. This position requires a high level of professionalism, communication skills, and the ability to handle a variety of responsibilities efficiently. **Position Details:** ===================== Patient Service Representative (PSR) **Mercy Pediatrics Clinic - Fenton** **1203 Smizer Mill Road, Suite 108, Fenton, MO 63026** **Employment Type:** Full-Time, Regular **Schedule:** 40 Hours per Week **Clinic Hours:** Monday-Friday, 8AM - 4:30 PM; Rotating Every Third Saturday, 7:30 AM - 11:30 AM Position Overview ----------------- The Patient Service Representative (PSR) serves as the first point of contact for patients, families, and visitors at Mercy Pediatrics Clinic in Fenton. This role is responsible for creating a welcoming, professional, and efficient experience while supporting daily front office operations. The PSR manages patient registration, appointment scheduling, phone communications, Epic documentation, insurance and demographic verification, front-end collections, and other administrative functions that contribute to exceptional patient care and clinic efficiency. The ideal candidate is customer-focused, detail-oriented, adaptable, and able to thrive in a fast-paced pediatric environment while maintaining confidentiality and compliance with Mercy policies and HIPAA regulations. Key Responsibilities -------------------- ### Patient Experience & Front Desk Operations * Greet patients, parents, guardians, and visitors in a courteous, professional, and compassionate manner. * Verify patient identity, demographics, insurance information, and registration details. * Complete all patient check-in and check-out activities accurately and efficiently. * Keep patients and families informed of appointment delays and scheduling changes. * Manage patient concerns and complaints by resolving issues directly or escalating appropriately to ensure patient satisfaction. ### Scheduling & Registration * Schedule, reschedule, and confirm appointments according to clinic protocols. * Create and maintain Epic patient charts and ensure accurate EHR documentation. * Correct registration errors and update patient information in designated work queues. * Support provider schedules and review upcoming appointments to optimize clinic flow. * Coordinate with providers and clinical staff to ensure efficient scheduling and patient throughput. ### Administrative Support * Answer incoming phone calls and route inquiries appropriately. * Process mail, faxes, scanning, copying, RightFax documentation, and other clerical duties. * Maintain and manage department work queues, referral-related activities, and follow-up tasks as assigned. * Communicate effectively with patients, providers, and interdisciplinary teams using secure communication methods. ### Financial Responsibilities * Collect copays, balances, and other patient payments. * Balance and reconcile cash drawer daily. * Assist patients with payment plans and financial inquiries as appropriate. * Support clinic accounts receivable processes and follow-up activities. ### Clinic Operations & Compliance * Maintain EHR accuracy and documentation integrity. * Support implementation of Epic updates, workflow enhancements, and organizational initiatives. * Review departmental communications and participate in team meetings. * Ensure reception and waiting areas remain safe, clean, and welcoming. * Follow Infection Prevention, HIPAA, confidentiality, and Mercy safety policies. * Complete incident reports and required compliance training as needed. * Demonstrate proper operation and basic maintenance of office equipment, including computers, scanners, copiers, fax machines, credit card terminals, and related technology. * Perform other duties as assigned. Minimum Qualifications ---------------------- ### Education * High School Diploma or GED required. ### Skills & Abilities * Strong verbal and written communication skills. * Excellent customer service and patient-focused communication abilities. * Proficiency with computer systems, data entry, and electronic health records. * Strong organizational skills and attention to detail. * Ability to handle multiple priorities in a fast-paced healthcare environment. * Ability to maintain confidentiality and comply with HIPAA regulations. * Professional demeanor and ability to work collaboratively with patients, families, providers, and team members. * Ability to adapt to changing workflows, technology, and clinic needs. * Successful completion of Mercy Clinic Front Desk Training after hire. Preferred Qualifications ------------------------ * Previous experience in a physician practice, pediatric clinic, healthcare office, or medical reception setting. * Experience with Epic or other electronic health record systems. * Knowledge of medical terminology, insurance verification, and healthcare registration processes. * Experience with front-end collections and cash handling. Physical Requirements --------------------- * Ability to stand and walk throughout the workday. * Ability to sit for extended periods while performing computer-based work. * Ability to bend, reach, kneel, squat, twist, push, and pull as required. * Ability to occasionally lift or move up to 50 pounds. Why Join Mercy? --------------- At Mercy, we believe in bringing healing ministry and compassionate care to every patient encounter. As a Patient Service Representative, you will play a vital role in creating positive experiences for children and families while supporting a collaborative healthcare team dedicated to excellence. **Mercy is an equal opportunity employer committed to creating an inclusive workplace where everyone is valued and respected.** **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.