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The University of Kansas Health System · 2 months ago

Patient Service Representative - Briarcliff - PRN

Kansas City, MO

Full-time

Onsite

Entry, Mid Level

2+ years exp

The University of Kansas Health System is seeking a Patient Service Representative to create a seamless patient experience by coordinating and scheduling appointments. This role involves managing a high volume of calls, scheduling various patient services, and ensuring effective communication with clinical teams and patients.

Clinical TrialsEducationEmergency MedicineHealth Care

Growth Opportunities

Responsibilities

Position responds to a high volume of incoming telephone calls. Responsible for accurate scheduling/rescheduling / cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as (chemotherapy, radiation therapy, surgeries, procedures and or ancillary services) using extensive knowledge of appointment types, locations, providers and specialties

Responsible for registration of patient (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals. Educates patients on providing medical records and other medical documentation needed for TUKHS appointments. Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon. . .Delivers expert knowledge regarding clinic-specific processes & communicates using medical terminology and grammer accurately

Completes daily reminder calls to patients prior to the day of service. Assists with daily charge audits as directed. Assists with maintaining and organizing various logs, records, and miscellaneous data as directed

Prepares patient charts prior to the day of service to include reports, office notes, etc. Contacts manufacturer representatives to notify them of scheduled procedures when applicable. Maintains calendar within the scheduling system to reflect accurately. Prepares and distributes schedules as required and in a timely manner

Scheduling at this level is often for multiple/cyclical events (e.g. laboratory tests, radiologic imaging, and procedures, etc) at correct intervals to clinic and treatment appointments. Scheduling must be verified with referring physician orders for accuracy. Familiar with and demonstrates ability to effectively use the automated scheduling program and keep current with changes, updates, revisions, etc

Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members and support staff on various patient issues and to verify any change requests and ensure continuity of care

Demonstrates ability to schedule procedures in a manner to maximize utilization of available time and meet needs of the physician / patient. Is responsible for communicating and clarifying information or schedule changes to appropriate persons to facilitate minimal scheduling errors

Learns and builds knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures. Maintains knowledge of order entry and scanning capabilities as needed

Identifies urgent customer needs or operational issues, and escalate appropriately. Accurately documents and routes calls to the proper department

Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled. Direct patients to call insurance provider for copay or benefits information or transfer callers to Financial Advisor for specific payment inquiries, including self pay plans

Responsible for checking out patients from clinic visit, providing options for receipt of after visit summary and support for EMR patient portal (EPIC MyChart) sign up

May be assigned to work Appointment Request WQ, including proper filtering and prioritization in accordance with specialty standards, or manages department Scheduling Inbasket and voicemails. Engages with patients in a courteous and timely manner; provides complete and accurate information to patient regarding prep and other exam related notes. Respondss to scheduling requests via electronic patient communication/interations including MyChart messages and Artera test messaging platform

May assist with orienting new employees to the scheduling process and does so in a positive, helpful, and accurate manner. May train new employees on department, POD, and clinic-specific operational protocols and workflows using approved materials and approaches

Builds and maintains trusting relationships with provider and clinical team to provide holistic and patient centered scheduling services, while advocating for patient's needs (transportation, financial, logistical) and coordinating care appointments across multiple campuses. Maintains a customer friendly relationship with office personnel and accommodates requests in a customer friendly manner. Able to effectively adjust the schedule to provide a workable, smooth schedule on a daily basis

Employees in this position may float across multiple scheduling teams/specialities based on daily staffing needs

Attends and actively participates in staff training or educational activities relating to job role

Follows all regulatory and compliance standards, documented protocols and guidelines

Must meet the competencies for this role before being eligible for advancement to next level scheduling role

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

These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required