Patient Service Representative

The University of Kansas Health System•Shawnee Mission, KS

12d

About The Position

The Patient Service Representative (PSR) is a key 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, completing appointment requests through MyChart and the electronic medical record (EMR), 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 handles scheduling before visits, registration and check-in during visits, and follow-up scheduling after visits. It supports in-person and telehealth appointments, surgeries, procedures, ancillary services, referrals, and diagnostic and therapeutic orders. The PSR uses Epic Cadence decision trees, maintains knowledge of appointment types, providers, locations, and specialties, and coordinates patient itineraries that may include multiple appointments. Registration tasks include entering demographics, verifying insurance, completing Medicare Secondary Payer Questionnaires, preparing and scanning documents, updating documentation, and processing referrals, orders, and appointment requests. The role may also handle preauthorization for clinic-specific visits and procedures. During visits, the PSR performs high-volume check-in and check-out, phone reception, registration documentation, point-of-service collections, and outpatient clinic direct rooming. The PSR assists patients with MyChart activation and self-check-in, obtains required signatures, and follows Health System registration and scanning standards. After visits, the PSR schedules follow-up appointments and services according to provider orders and remains in the clinic until the last patient has checked out and follow-up visits are scheduled. The position participates in daily clinic huddles and process improvement and patient experience initiatives; supports front desk, telephone, and MyChart workflows; and maintains productive relationships with providers and clinical care teams. It requires following Health System policies, apparel standards, environmental cleaning guidelines, and PPE requirements. The PSR may provide coverage at alternate locations when delegated by management and must complete required training and pass 30-, 60-, and 90-day quality assessments. Duties may vary by department or unit, and other duties may be assigned.

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.
High level of customer service skills, with a focus on problem resolution.
Ability to perform the professional, clinical, or technical competencies of the assigned unit or department.

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 language competencies through proficiency assessments.

Responsibilities

Schedule internal and external department referrals, 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, including entering demographics, verifying insurance, completing Medicare Secondary Payer Questionnaires, preparing and scanning 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 check-in before appointments and self-check-in at the clinic.
Perform high-volume patient 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 EMR.
Collect point-of-service amounts due, including copayments, coinsurance, and deductibles, according to EMR-generated patient estimates.
Perform outpatient clinic direct rooming.
Schedule follow-up internal and external diagnostic and therapeutic orders according to provider orders and create patient itineraries.
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, process improvement initiatives, and patient experience initiatives, including marketing campaigns and event registration.
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 help meet critical staffing needs.
Maintain the workspace and follow environmental cleaning and PPE guidelines under Health System policies and procedures.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.