Patient Service Representative

The University of Kansas Health System•Westwood, KS

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 operations, including greeting and checking in patients and visitors, answering calls, collecting copays, completing MyChart and EMR appointment requests, processing external medical records, and helping the care team prepare for daily appointments. The PSR may also check patients out and schedule follow-up activities. The position supports scheduling before visits, patient registration and check-in during visits, and follow-up scheduling after visits. It uses Epic Cadence decision trees and the health system EMR, supports MyChart use, and coordinates patient itineraries across appointments and services. The PSR also supports clinic operations, patient experience initiatives, and front desk and scheduling workflows. The stated schedule is Monday through Thursday, 8:30 a.m. to 1:30 p.m., part time.

Requirements

High school graduate.
At least 1 year of customer service or health care experience.
Ability to read, write, speak, and understand English.
High level of customer service skills focused on problem resolution.
Basic computer skills, including Microsoft Excel, Word, Outlook, and Teams.
Ability to maintain patient confidentiality.

Nice To Haves

College coursework completed toward an associate's or bachelor's degree.
Clerical, registration, or customer service experience in 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 itineraries involving multiple appointments.
Register patients during scheduling, including entering demographics, 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.
Help patients activate and use MyChart, including completing online check-in before appointments.
Handle high-volume clinic check-in and check-out and phone reception in accordance with health system standards.
Obtain patient signatures for consent and financial forms and complete registration documentation and scanning in the health system EMR.
Collect point-of-service amounts shown in the EMR-generated patient estimate, including copays, coinsurance, and deductibles.
Directly room outpatient clinic patients and support patients using MyChart and the EMR for self-check-in.
Schedule follow-up internal and external diagnostic and therapeutic orders, creating an itinerary based on provider orders.
Maintain appropriate front desk coverage until the last patient has been dismissed; remain in the clinic until the last patient is checked out and follow-up visits are scheduled.
Attend and participate in daily clinic huddles and process improvement initiatives.
Support front desk and scheduling workflows by telephone and MyChart.
Build and maintain productive working relationships with providers and the clinical care team.
Understand patient-related policies and procedures and the health system's services and programs.
Follow the health system apparel policy and communicate health system policies effectively to patients and patient advocates.
Provide coverage at alternate locations when delegated by management to address critical staffing needs.
Support and participate in patient experience initiatives, including marketing campaigns and event registration.
Maintain the workspace daily and follow environmental health cleaning and PPE guidelines.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.
Perform the professional, clinical, or technical competencies of the assigned unit or department.