Patient Service Representative Lead Job at The University of Kansas Health System (Kansas City)

Patient Service Representative Lead

The University of Kansas Health System

Location:
United States , Kansas City ▼
Overland Park

Category:
Health and Beauty

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Patient Service Representative Lead is responsible for supporting the supervisor. This work role requires thorough knowledge of all job functions and serves as a resource to train other employees in collaboration with the supervisor/manager. Patient Service Representatives (PSR) are important members of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. They are responsible for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for their daily patient appointments. They may assist with checking patients out and scheduling follow up activities as needed.

Job Responsibility:

Role models the health system values in our daily interactions and inspire others to follow those established values
Has a positive presence in the practice
Assist in onboarding of staff as directed by clinic leadership
Execute developed department onboarding process, escalating barriers to leadership
Responsible and accountable for achieving organizational targets related to patient experience in appropriate domains
Routinely engages and solicits feedback from work unit employees
Effective verbal & written communications
Serves as a role model for correct workflow execution
Complete standard work observations at the direction of clinic leadership
Escalates to leadership and/or informatics team(s) enhancements/challenges to standard work
Engages in clinic level projects for the enhancement of patient/clinician experiences
Identifies and uses resources to develop and deliver communications
Creates and contributes to a positive environment where learning and knowledge sharing occurs regularly
Encourages employees to use organization risk reporting tools
Demonstrates knowledge, adheres to, and educates others for the promotion of safety regulations, disaster plans, emergency response, infection control, fire safety, hazardous material policies and procedures
Conducts accreditation tracer exercises
Conveys authenticity gaining the trust of others. Behaves consistently and acts in accordance with moral, ethical professional, and organizational guidelines
Displays unwavering credibility through trustworthiness, reliability, dependability, integrity, character reputation, and acceptability
Schedule internal and external incoming department referrals
Schedules in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees
Maintains extensive knowledge of appointment types, locations, providers, and specialties
Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments
Responsible for registration of patient during the scheduling process, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning and document preparation, updating documentation and processing of referrals/order/appointment requests
Preauthorization of clinic specific visits and procedures as needed
Assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment
Responsible for high volume patient clinic check in/out and phone reception – following health system standards
Secures patient signatures for consent and financial forms
Follows and completes all standard registration documentation and scanning process in the Health System EMR
Responsible for collecting all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles
Assist patient with MyChart activation and support
Responsible for outpatient clinic direct rooming
Responsible for supporting patient through self-check-in utilizing MyChart and the EMR
Schedule follow up internal and external diagnostic and therapeutic orders creating a patient itinerary based on provider orders
Ensure proper front desk coverage until last patient is dismissed from the clinic
Attends and participates in department clinic daily huddles and process improvement initiatives
Understands patient experience performance expectations for ease of scheduling appointment, degree to which you were informed of delays, likelihood to recommend practice, courtesy of front desk and staff worked together for your care
Supports both front desk and scheduling (telephone and MyChart) workflows
Establishes and maintains productive working relationships with providers and the clinical care team
Has a working knowledge of patient related policies and procedures as well as an understanding of the University of Kansas Health System services and programs
Follows the Health System standard apparel policy
Effectively communicates Health System policies to patients and patient advocates
Familiarity with insurance coverage types (HMO, PPO, VA, Medicare)
Expected to provide coverage at alternate locations to help meet critical staffing level needs, as delegated by management
Supports and participates in patient experience initiatives including marking campaigns and event registration
Responsible for daily maintenance of workspace and following environmental health cleaning guidelines according to Health System policy and procedures
Responsible for following personal protective equipment (PPE) guidelines according to Health System policy and procedures
Expected to complete necessary training and successfully pas 30-60-90-day quality assessments
Remains in clinic until last patient is checked out and any follow-up visits are scheduled
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

Requirements:

High School Graduate or GED
2 or more years experience in ambulatory/admitting/patient registration & pre-certification or 1 year experience combined with a completed Associates degree
Fluent English - Ability to read, write, speak and understand English
Basic computer skills including Microsoft Excel, Word, Outlook, and Teams
High level of customer services skills focusing on problem resolution
Ability to maintain patient confidentiality

Nice to have:

Clerical, registration and/or customer service experience within a health care setting
If bilingual-Documented proof of competencies via language proficiency assessments

Additional Information:

Job Posted:
February 20, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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