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 copayments, completing MyChart and EMR appointment requests, processing external medical records, and helping the physician care team prepare for appointments. The PSR may also check patients out and schedule follow-up activities. The role supports pre-visit scheduling, patient registration, check-in and check-out, telephone reception, point-of-service collections, direct rooming, MyChart assistance, and follow-up scheduling. It also supports clinic operations, patient experience initiatives, and coordination with providers and the clinical care team. The position is part-time and works Monday through Thursday, 8:30 a.m. to 1:30 p.m.

Requirements

High school graduation.
At least 1 year of customer service or health care experience.
Ability to read, write, speak, and understand English.
Strong 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, and/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 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 that may include 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.
Manage high-volume patient check-in and check-out and phone reception in accordance with 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 the EMR-generated patient estimate, including copayments, coinsurance, and deductibles.
Perform outpatient clinic direct rooming and support patients using MyChart and the EMR for self-check-in.
Schedule internal and external diagnostic and therapeutic follow-up orders and create patient itineraries based on provider orders.
Maintain appropriate front desk coverage until the last patient has been dismissed, checked out, and scheduled for follow-up as applicable.
Attend and participate in daily clinic huddles and process-improvement initiatives.
Support front desk and scheduling workflows by telephone and MyChart and maintain productive working relationships with providers and the clinical care team.
Understand patient-related policies and procedures 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 patient experience initiatives, including marketing campaigns and event registration.
Maintain the workspace and follow environmental cleaning and personal protective equipment guidelines.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.
Follow the Health System standard apparel policy.