Patient Service Representative Scheduling

The University of Kansas Health System•Kansas City, MO

About The Position

The Patient Service Representative (PSR) is an important member of the physician's care team and helps create a pleasant, seamless patient experience in an ambulatory clinic. The role supports front desk operations, appointment scheduling, patient registration, phone reception, copay collection, MyChart and EMR appointment requests, external medical records processing, and preparation for daily patient appointments. The PSR may also assist with patient checkout and follow-up scheduling. The position supports patients before, during, and after visits. Responsibilities include scheduling referrals, appointments, procedures, and services; coordinating patient itineraries; completing registration and documentation; collecting point-of-service payments; assisting with check-in and rooming; and scheduling follow-up orders. The PSR also maintains front desk coverage, participates in clinic huddles and process improvement initiatives, communicates policies, and supports patient experience efforts. Coverage at alternate locations may be required to meet staffing needs.

Requirements

High school graduate or GED.
At least 1 year of customer service or health care experience.
Ability to maintain patient confidentiality.
Ability to read, write, speak, and understand English.
Basic computer skills, including Microsoft Excel, Word, Outlook, and Teams.
High level of customer service skills focused on problem resolution.
Ability to perform the professional, clinical, and/or technical competencies of the assigned unit or department.

Nice To Haves

College coursework completed toward an associate's or bachelor's degree.
Clerical, registration, and/or customer service experience within a health care setting.
For bilingual candidates, documented proof of competencies through language proficiency assessments.

Responsibilities

Schedule internal and external incoming department referrals.
Schedule in-person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees.
Maintain knowledge of appointment types, locations, providers, and specialties, and coordinate patient itineraries that may include multiple appointments.
Register patients during scheduling, including entering demographic information, verifying insurance, completing the Medicare Secondary Payer Questionnaire, scanning and preparing documents, updating documentation, and processing referrals, orders, and appointment requests.
Complete preauthorization for clinic-specific visits and procedures as needed.
Assist patients with MyChart activation and support, including online check-in.
Perform high-volume clinic check-in and checkout and phone reception according to health system standards.
Obtain patient signatures for consent and financial forms.
Complete standard registration documentation and scanning in the Health System EMR.
Collect point-of-service payments, including copayments, coinsurance, and deductibles, according to EMR-generated patient estimates.
Provide outpatient clinic direct rooming and support patients using MyChart and the EMR for self-check-in.
Schedule follow-up internal and external diagnostic and therapeutic orders, creating patient itineraries based on provider orders.
Maintain front desk coverage until the last patient is dismissed, checked out, and any follow-up visits are scheduled.
Attend and participate in daily clinic huddles and process improvement initiatives.
Support front desk and scheduling workflows, including telephone and MyChart workflows.
Establish and maintain productive working relationships with providers and the clinical care team.
Communicate Health System policies to patients and patient advocates.
Provide coverage at alternate locations when delegated by management to meet critical staffing needs.
Support and participate in patient experience initiatives, including marketing campaigns and event registration.
Maintain the workspace and follow environmental health cleaning and personal protective equipment guidelines.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.