OAM - Patient Scheduling Associate - Primary Care

The University of Kansas Hospital • Lenexa, KS

68d

About The Position

The Patient Scheduling Associate provides the highest level of customer service as they assist patients with routine scheduling of new and follow-up appointments requested by patients and providers and may also contact patients who have received a specialty referral. The Patient Scheduling Associate also assists patients with insurance registration with The University of Kansas Health System's outpatient clinics. 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. (Employees in the call center setting may have the opportunity to work remotely from home after demonstrating consistent competency with job duties.) In the clinical location, this role is responsible for front desk operations including greeting and checking in customers and visitors, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for daily patient appointments.

Requirements

• High School Graduate or GED.
• Six months direct customer service in a health care field, customer service or contact center environment.
• Fluent in 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 service skills focusing on problem resolution.

Nice To Haves

• College coursework completed towards an Associate's or Bachelor's Degree.
• 1 or more years direct customer service in a health care, hospital or contact center environment.

Responsibilities

• Responds to a high-volume of incoming telephone calls and provides complete and accurate exam related information to patients.
• Educates patients on providing medical records and verifies patient demographics and insurance information.
• Schedules internal and external incoming department referrals and completes order entry using hospital information system.
• Supports both front desk and scheduling workflows, assisting patients with MyChart activation and support.
• Schedules/reschedules/cancels in person appointments, telehealth visits, surgeries, and procedures.
• Responsible for collecting all point of service collections due per the EMR generated patient estimate.
• Effectively communicates Health System Policies to patients and patient advocates.
• Maintains knowledge of scheduling protocols and guidelines, patient registration, and pre-certification requirements.
• Establishes and maintains productive working relationships with providers and the clinical care team.
• Participates in department clinic daily huddles and process improvement initiatives.
• Enters referrals and pre-certifications in hospital information system.
• Demonstrates initiative to assist others and other shifts as needed.
• Schedules follow up internal and external diagnostic and therapeutic orders.
• Ensures that supplies are stocked, including copy, printer, and fax machines.

What This Job Offers

• Industry: Hospitals
• Education Level: High school or GED