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

Job Description

The Patient Service Representative (PSR) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. This work role is 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. May assist with checking patients out and scheduling follow up activities as needed.

Job Responsibility

Pre-Visit Scheduling: 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
During Visit Standard Check-In: 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
Post-Visit (Check-out/Follow Up Scheduling): Schedule follow up internal and external diagnostic and therapeutic orders creating a patient itinerary based on provider orders
Assist patient with MyChart activation and support
Ensure proper front desk coverage until last patient is dismissed from the clinic
Standard Responsibilities: 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
1 or more years customer service or health care experience
Ability to maintain patient confidentiality
Ability to read, write, speak, and understand English
Basic computer skills including Microsoft Excel, Word, Outlook, and Teams
High level of customer service skills focusing on problem resolution

Nice to have

College coursework completed towards an Associate’s or Bachelor’s Degree
Clerical, registration and/or customer service experience within a health care setting
If bilingual-Documented proof of competencies via language proficiency assessments

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Patient Service Representative

Job Description

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