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 handles front desk and scheduling operations, including greeting and checking in patients and visitors, answering calls, collecting copays, completing appointment requests through MyChart and the electronic medical record (EMR), processing external medical records, and helping the physician care team prepare for daily appointments. The PSR may also check patients out and schedule follow-up activities. The position coordinates internal and external referrals and appointments, including in-person and telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees. It requires knowledge of appointment types, locations, providers, and specialties, and may involve coordinating multiple appointments into a patient itinerary. Scheduling duties include patient registration, entering demographics, insurance verification, completing Medicare Secondary Payer Questionnaires, document preparation and scanning, updating documentation, processing referrals and orders, and arranging preauthorization when needed. The PSR also helps patients activate and use MyChart, including online check-in. During visits, the PSR supports high-volume clinic check-in and checkout and phone reception, obtains required signatures, completes registration documentation, collects amounts due according to EMR-generated estimates, assists with self-check-in, and performs outpatient clinic direct rooming. After visits, the PSR schedules follow-up diagnostic and therapeutic orders and helps ensure front desk coverage through the dismissal of the last patient and scheduling of follow-up visits. The role participates in daily clinic huddles and process improvement and patient experience initiatives; supports front desk, telephone, and MyChart workflows; maintains productive relationships with providers and clinical teams; communicates health system policies; and follows apparel, workspace cleaning, and personal protective equipment policies. The PSR may provide coverage at alternate locations as delegated by management and must complete required training and 30-, 60-, and 90-day quality assessments. Duties may vary by department or unit, and other duties may be assigned as required.

Requirements

High school graduate or GED.
One or more years 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 language competencies through 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.
Coordinate patient itineraries that may include multiple appointments.
Register patients during scheduling, including entering demographics, verifying insurance, completing Medicare Secondary Payer Questionnaires, preparing and scanning 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.
Handle high-volume patient clinic check-in and checkout and phone reception according to health system standards.
Obtain patient signatures for consent and financial forms and complete standard registration documentation and scanning in the health system EMR.
Collect point-of-service amounts due, including copays, coinsurance, and deductibles, based on EMR-generated patient estimates.
Perform outpatient clinic direct rooming and support patients using MyChart and EMR self-check-in.
Schedule follow-up internal and external diagnostic and therapeutic orders based on provider orders.
Maintain proper front desk coverage until the last patient is dismissed and ensure follow-up visits are scheduled.
Attend and participate in daily clinic huddles and process improvement initiatives.
Support front desk, telephone, and MyChart workflows and maintain productive working relationships with providers and clinical care teams.
Communicate health system policies to patients and patient advocates and maintain working knowledge of patient-related policies, procedures, services, and programs.
Provide coverage at alternate locations as delegated by management to help 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 guidelines and personal protective equipment guidelines.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.