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.

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.