Patient Svc Representative - Women's Health

Patient Service Representative

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.

• 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.
• 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.

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.
• 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.

Qualifications

• A high school diploma or equivalent is required.
• Strong verbal and written communication skills are essential for interacting with patients, healthcare professionals, and other staff members.
• 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.
• 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.