Patient Service Representative

The University of Kansas Health System•Shawnee Mission, KS

12d

About The Position

The Patient Service Representative (PSR) is a 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, processing MyChart and EMR appointment requests, handling 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 supports scheduling before visits, registration and check-in during visits, and check-out and follow-up scheduling after visits. It requires working across front desk and scheduling workflows, maintaining productive relationships with providers and clinical care teams, following health system policies and procedures, and helping patients use MyChart and the EMR. Coverage at alternate locations may be required as delegated by management.

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.
High level of customer service skills focused on problem resolution.

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 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 Medicare Secondary Payer Questionnaires, 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.
Perform 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 patient estimates, including copayments, coinsurance, and deductibles.
Support outpatient clinic direct rooming and help patients use 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 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 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 meet critical staffing needs.
Support 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.
Perform the professional, clinical, or technical competencies of the assigned unit or department and other duties as assigned.