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

Job Description

The Patient Service Representative Scheduling (PSR Scheduler) 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 primarily responsible for scheduling patient appointments. This work may be done away from the front desk of a clinical area and could include work in a call center setting taking large volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records, assist front desk operations as needed, and helping the physician care team prepare for their daily patient appointments. This work role will also be trained to assist in front office functions of an ambulatory clinic to provide support as needed.

Job Responsibility

Responds to a high-volume of incoming telephone calls
Schedule internal and external incoming department referrals
Schedules in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees
Assists patients in registering and canceling appointments
Accurately documents and routes calls to the proper departments as needed
Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location
Follows all regulatory and compliance standards
Follows documented protocols and guidelines
Responds to outgoing telephone calls and faxed materials
Communicates with the care team and supports staff on various patient issues
Obtains and updates insurance information
Identifies urgent customer needs or operational issues, and escalates appropriately
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
Attends and participates in department clinic daily huddles and process improvement initiatives
Understands patient experience performance expectations
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 marketing 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
May be asked to work in call center setting taking large volumes of phone calls from patients
Remains in clinic until last patient is checked out and any follow-up visits are scheduled
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
Ensure proper front desk coverage until last patient is dismissed from the clinic
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 direct customer service in a health care or contact center environment
Fluent English - Ability to read, write, speak, and understand
Basic computer skills including Microsoft Excel, Word, Outlook and Teams
Ability to maintain patient confidentiality
High level of customer services skills focusing on problem resolution

Nice to have

College coursework completed towards an Associate’s or Bachelor’s Degree
Experience in a call center work environment
Working knowledge of medical terminology
Working knowledge of EPIC or other patient/customer database
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

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