Patient Service Representative – Behavioral Health

Mercy Kids Center for Neurodevelopment
Full-Time | 40 Hours per Week

Mercy Kids Center for Neurodevelopment is seeking a compassionate, organized, and customer-focused Patient Service Representative (PSR) to join our Behavioral Health team. As the first point of contact for patients and families, the PSR plays a vital role in creating a welcoming and positive experience while supporting the daily operations of the clinic.

Position Overview

The Patient Service Representative is responsible for managing front desk operations and ensuring efficient patient flow throughout the clinic. This role supports patients, families, providers, and staff through exceptional customer service, scheduling coordination, and accurate administrative support.

Key Responsibilities

• Welcome patients and visitors in a friendly, professional manner and verify patient information accurately.
• Manage patient check-in, check-out, and appointment scheduling processes.
• Answer incoming phone calls and respond to patient inquiries with professionalism and empathy.
• Create and maintain patient records within Epic and ensure the accuracy of electronic health records.
• Process incoming and outgoing mail, scanning, faxing, copying, and other administrative tasks.
• Manage electronic document workflows, including RightFax and digital record maintenance.
• Balance and reconcile daily cash drawer transactions accurately.
• Support clinic operations by maintaining and utilizing office equipment, including computers, scanners, copiers, fax machines, and credit card terminals.
• Stay informed of departmental communications, participate in team meetings, and contribute ideas for process improvements.
• Support implementation of new workflows and system enhancements within Epic.
• Maintain a clean, organized, and welcoming reception and waiting area in accordance with Infection Prevention guidelines.
• Adhere to all Mercy safety, confidentiality, and privacy policies.
• Complete incident reporting requirements as needed.
• Perform additional duties and projects as assigned.

Minimum Qualifications

Education

• High school diploma or equivalent required.

Skills & Abilities

• Strong verbal and written communication skills with the ability to interact professionally with patients, families, providers, and colleagues.
• Excellent customer service skills and a patient-centered approach to care.
• Proficiency in basic computer applications, data entry, and electronic health records.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Ability to maintain strict confidentiality and protect patient privacy.
• Professionalism, adaptability, and composure when handling unexpected situations or challenges.
• Willingness to attend and successfully complete Clinic Core Front Desk Training following hire.

Physical Requirements

• Ability to occasionally lift, push, or pull up to 50 pounds.
• Ability to stand and walk throughout the workday.
• Ability to perform physical activities including reaching, bending, kneeling, twisting, squatting, and gripping as needed to fulfill job responsibilities.

Preferred Qualifications

Experience

• One year of medical office, healthcare, or related customer service experience preferred.
• Experience working with electronic health records, scheduling systems, or patient registration processes preferred.

Why Mercy?

At Mercy Kids Center for Neurodevelopment, you'll be part of a team dedicated to supporting children and families through compassionate, high-quality care. If you're passionate about customer service, enjoy working in a collaborative environment, and want to make a meaningful impact in pediatric behavioral health, we encourage you to apply.