Patient Service Representative

The University of Kansas Health System•Shawnee Mission, KS

12d

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 manages front desk operations, including greeting and checking in patients and visitors, answering calls, collecting copays, completing MyChart and EMR appointment requests, processing external medical records, and preparing the physician care team for daily appointments. The PSR may also check patients out and schedule follow-up activities. The position supports patients throughout pre-visit scheduling, check-in and checkout. Responsibilities include coordinating referrals and appointments, registering patients, verifying insurance, collecting required documentation and payments, assisting with MyChart, and scheduling follow-up services. The representative also supports clinic and telephone workflows, works with providers and clinical staff, follows health-system policies, and helps maintain a clean and properly covered front desk.

Requirements

High school diploma 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.
Strong customer-service skills with a focus on problem resolution.

Nice To Haves

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

Responsibilities

Schedule internal and external referrals, in-person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees.
Coordinate patient itineraries that may include multiple appointments, and maintain knowledge of appointment types, locations, providers, and specialties.
Register patients during scheduling by entering demographics, verifying insurance, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning and preparing documents, updating documentation, and processing referrals, orders, and appointment requests.
Complete preauthorization for clinic-specific visits and procedures as needed.
Help patients activate and use MyChart, including completing online check-in before appointments.
Manage high-volume 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 payments due according to EMR-generated patient estimates, including copays, co-insurance, and deductibles.
Assist with 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, scheduling, 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 when delegated by management to meet staffing needs.
Support patient-experience initiatives, including marketing campaigns and event registration.
Maintain the workspace and follow environmental health cleaning and personal protective equipment (PPE) guidelines.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.