Patient Service Representative - Kids Urology

Patient Service Representative

Mercy Kids Urology Office

New Ballas Clinic Towers

Full Time - 40 Hours a Week M-F

The Patient Service Representative (PSR) serves as the first point of contact for patients and visitors, ensuring a welcoming and positive patient experience. The role involves managing front desk operations, including greeting and verifying patients, checking-in/checking-out, front end collections, answering phones, scheduling appointments, maintaining Epic/EHR records, handling clerical tasks, managing referral work queues, and maintaining a cash drawer. The PSR supports clinic workflows, equipment use, and Epic updates while maintaining confidentiality, complying with HIPAA regulations, safety standards, and infection control practices. The position requires strong communication, customer service, attention to detail, adaptability under pressure, collaboration with team members, coordination with clinicians, basic computer skills, and completion of required training. Physical duties include sitting, standing, and walking. A high school diploma or equivalent is required.

The Patient Service Representative (PSR) is the first point of contact for patients and visitors. The PSR ensures that the patient experience is positive and seamless by managing front desk operations and workflows.

Responsibilities:

* Greets patients and verifies their identity in a prompt, courteous and professional manner.
* Performs general clerical duties: answers phones, Epic chart creation, processes mail as appropriate. Performs scanning, manages RightFax, makes copies.
* Performs all necessary check-in, check-out, and appointment scheduling activities.
* Balances and closes own cash drawer daily and keeps an accurate count of cash drawer amounts.
* Demonstrates appropriate knowledge and general maintenance of clinic's equipment. This may include but not be limited to computer, scanner, credit card machine, copier/fax machine, calculator, and postage or fax machine.
* Reviews departmental communications in a timely manner, participates in meetings and suggests improvements in work.
* Supports and implements new changes in EPIC or workflows.
* Provides for a safe and clean environment in reception area and waiting room following Infection Control Guidelines.
* Adheres to Mercy safety regulations. Follows policy for completion of incident reports.
* Follows confidentiality policy/procedure.
* Maintains EHR and chart accuracy.
* Other duties as assigned.

Minimum Qualifications
Education: High school diploma or equivalent.
Skills, Knowledge and Abilities:
* Strong verbal and written communication skills are essential for interacting with patients, healthcare professionals, and other staff members. The ability to communicate effectively and professionally is crucial in this role.
* Proficiency in basic computer skills, including data entry and word processing.
* Excellent customer service skills are essential for interacting with patients and visitors in a courteous and professional manner. PSRs should be empathetic, patient-focused, and able to handle inquiries and concerns with tact and diplomacy.
* Accuracy and attention to detail are critical in this role, particularly when entering patient information, scheduling appointments, and processing documentation.
* Ability to maintain confidentiality and follow privacy policy/procedure. Demonstrating discretion and maintaining patient privacy is paramount in this role.
* Adaptable and able to work effectively under pressure, handling unexpected situations with professionalism and composure.
* Attend and complete Clinic Core Front Desk Training post-hire.

Physical Requirements:
* Position requires the ability to push, pull, and/or lift 50 lbs. occasionally.
* Position requires standing and walking during each shift.
* Position requires the ability to grip, reach, bend, kneel, twist, and squat to perform duties.

Preferred Qualifications

Customer Service experience is preferred.

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.