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The University of Kansas Health System · 3 months ago

Patient Service Representative Scheduling PRN

Shawnee Mission, KS

Full-time

Onsite

Entry Level

1+ years exp

The University of Kansas Health System is seeking a Patient Service Representative Scheduling to enhance patient experience in their ambulatory clinic. This role is primarily responsible for scheduling patient appointments, managing incoming calls, and supporting the physician care team in various administrative tasks.

Clinical TrialsEducationEmergency MedicineHealth Care

Growth Opportunities

Responsibilities

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 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 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

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

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

Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

Qualification

EPICCustomer serviceMedical terminologyMyChartMicrosoft ExcelMicrosoft WordMicrosoft OutlookMicrosoft TeamsProblem resolutionPatient confidentialityFluent English