Find your calling at Mercy!

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.

Position Details:

Patient Service Representative - Therapy Services (Full-Time)

Position Summary

The Patient Service Representative (PSR) serves as the first point of contact for patients, families, and visitors within Therapy Services. This role is responsible for creating a positive and seamless patient experience by managing front desk operations, coordinating patient appointments, maintaining accurate records, and providing exceptional customer service in a fast-paced healthcare environment.

The ideal candidate is professional, detail-oriented, compassionate, and committed to delivering outstanding service while supporting clinical operations and patient care.

Minimum Qualifications

Education

• High school diploma or equivalent required.

Skills, Knowledge, and Abilities

• Strong verbal and written communication skills.
• Proficiency in basic computer applications, including data entry and word processing.
• Excellent customer service skills with a patient-centered approach.
• Ability to interact professionally with patients, visitors, providers, and coworkers.
• Strong organizational skills with exceptional attention to detail.
• Ability to maintain confidentiality and comply with privacy policies and procedures.
• Demonstrated adaptability and ability to remain calm and professional in a fast-paced environment.
• Ability to manage multiple priorities while maintaining accuracy.
• Successful completion of Clinic Core Front Desk Training following hire.

Preferred Qualifications

Experience

• One year of medical office or healthcare customer service experience preferred.

Essential Duties and Responsibilities

• Greet patients and verify identification in a prompt, courteous, and professional manner.
• Perform patient check-in, check-out, registration, and appointment scheduling functions.
• Answer incoming telephone calls and direct inquiries appropriately.
• Create and maintain Epic patient charts and ensure electronic health record accuracy.
• Process incoming and outgoing mail as appropriate.
• Scan documents, manage RightFax workflows, and perform general copying and filing duties.
• Balance and reconcile personal cash drawer daily while maintaining accurate records.
• Demonstrate proper operation and basic maintenance of office equipment, including computers, scanners, copiers, credit card machines, calculators, fax machines, and postage equipment.
• Review departmental communications and participate in meetings and process improvement initiatives.
• Support implementation of new Epic system updates and workflow changes.
• Maintain a safe, clean, and welcoming reception and waiting area in accordance with Infection Control Guidelines.
• Adhere to all safety policies and procedures, including completion of incident reports when required.
• Maintain patient confidentiality and comply with all privacy regulations.
• Ensure accuracy of electronic health records and patient documentation.
• Perform other duties as assigned.

Physical Requirements

• Ability to occasionally push, pull, and/or lift up to 50 pounds.
• Ability to stand and walk throughout each shift.
• Ability to grip, reach, bend, kneel, twist, and squat while performing job duties.

Why Join Our Team?

As a Patient Service Representative in Therapy Services, you will play a vital role in creating a welcoming and efficient experience for patients seeking care. You'll work alongside a dedicated healthcare team while making a meaningful impact on patient satisfaction and the overall success of the clinic.

Apply today and become an essential part of delivering exceptional patient care and service..

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.