Patient Service Representative - Urology

The University of Kansas Health System•Liberty, 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, including greeting and checking in patients and visitors, answering calls, collecting copayments, handling MyChart and electronic medical record appointment requests, processing external medical records, and helping the physician care team prepare for daily appointments. The representative may also check patients out and schedule follow-up activities. The position supports patient scheduling before visits, standard check-in during visits, and checkout and follow-up scheduling after visits. It includes arranging appointments, procedures, and services; completing patient registration and documentation; assisting with MyChart; collecting payments due; coordinating patient itineraries; and supporting clinic and phone workflows. The representative also participates in daily huddles and process-improvement and patient-experience initiatives, follows health system policies and safety procedures, and maintains productive working relationships with providers and the clinical care team.

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.
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 competencies through language proficiency assessments.

Responsibilities

Schedule internal and external department referrals, 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 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.
Assist patients with MyChart activation and support, including online pre-appointment check-in.
Handle high-volume clinic check-in and check-out 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 according to EMR-generated estimates, including copayments, coinsurance, and deductibles.
Support outpatient clinic direct rooming and patient self-check-in using MyChart and the EMR.
Schedule follow-up internal and external diagnostic and therapeutic orders and create patient itineraries based on provider orders.
Maintain appropriate 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, and maintain productive working relationships with providers and the clinical care team.
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 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 pass 30-, 60-, and 90-day quality assessments.