OAM - Patient Scheduling Associate - Primary Care

The University of Kansas Health System • Lenexa, KS

70d

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.

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.
• Answers phone calls in a timely manner; provides complete and accurate exam related information to the patient regarding prep and other exam related notes.
• Keeps work area organized and scheduling information readily available; maintains productivity within benchmark levels.
• Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments.
• Educates patients on providing medical records and other medical documentation needed for TUKHS appointments.
• Verifies patient demographics and insurance information and verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning document preparation, updating documentation and processing of referrals/order/appointment requests.
• Maintains discretion and protects patient confidentiality and privacy.
• Secures patient signatures for consent and financial forms.
• Identifies insurance plans and specific procedures which need to be pre-approved.
• Pre-certifies required tests and procedures.
• Schedules internal and external incoming department referrals.
• Completes order entry using hospital information system or manual order forms (test requisitions) including cancellation or modification of orders as required.
• Verifies referring physician orders against scheduled appointments for accuracy.
• Supports both front desk and scheduling (telephone and MyChart) workflows.
• May assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment.
• Responsible for supporting patient through self-check-in utilizing MyChart and the EMR.
• Ensures proper front desk coverage until last patient is dismissed from the clinic and any follow-up visits are scheduled.
• Responsible for outpatient clinic direct rooming.
• Schedules/reschedules/cancels in person appointments, telehealth visits, surgeries, procedures and/or ancillary services and all incoming department referrals using Epic Cadence decision trees in a courteous, professional and timely manner.
• Collects all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles.
• Follows and completes all standard registration documentation and scanning process in the Health System EMR.
• Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location.
• Effectively communicates Health System Policies to patients and patient advocates.
• Uses reference documents and online knowledge base tools to clearly articulate accurate information regarding SHC services.
• Maintains knowledge and understanding of scheduling protocols and guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures.
• Maintains knowledge of order entry and scanning capabilities as job requires.
• May manage departments Scheduling Inbasket and voicemails.
• Establishes and maintains productive working relationships with providers and the clinical care team.
• Communicates with the care team and supports staff on various patient issues.
• Supports and participates in patient experience initiatives including marking campaigns and event registration.
• Attends and participates in department clinic daily huddles and process improvement initiatives and any staff training or education activities relating to job position.
• Enters referrals and pre-certifications in hospital information system, makes copies and forwards to appropriate parties.
• Responds to outgoing telephone calls and faxed referrals.
• Demonstrates the initiative to assist others and other shifts as needed.

What This Job Offers

• Education Level: High school or GED