Description
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, 7:30 AM - 5:30 PM; Rotating Every Other Saturday, 7:30 AM - 11:30 AM
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.
- 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.
- 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.
- 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.
- 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.
- High School Diploma or GED required.
- 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.
- 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.
- 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.
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.
keyword(s): Scheduler, Front Desk, Office Assistant, Patient Access Representative, Unit Secretary
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