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 who helps create a pleasant, seamless patient experience in an ambulatory clinic. The role supports front desk operations, scheduling, registration, patient check-in and check-out, phone reception, copay collection, MyChart and EMR appointment requests, external medical records processing, and preparation for daily patient appointments. The PSR may also help schedule follow-up activities and provide direct outpatient clinic rooming. The position supports patients before, during, and after visits. Duties include coordinating referrals and appointment itineraries, entering registration information, verifying insurance, collecting required documentation and payments, assisting patients with MyChart and self-check-in, and scheduling follow-up diagnostic and therapeutic services. The representative participates in clinic huddles and patient experience initiatives, maintains productive relationships with providers and clinical staff, follows Health System policies and procedures, and may cover alternate locations as delegated by management. The position requires remaining in the clinic until the last patient is checked out and follow-up visits are scheduled.

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 in a health care setting.
For bilingual candidates, documented proof of competency 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.
Coordinate patient itineraries involving multiple appointments and maintain knowledge of appointment types, locations, providers, and specialties.
Register patients during scheduling by 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-visit check-in and self-check-in.
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 registration documentation and scanning in the Health System EMR.
Collect point-of-service payments due according to EMR-generated estimates, including copays, coinsurance, and deductibles.
Provide outpatient clinic direct rooming.
Schedule follow-up internal and external diagnostic and therapeutic orders and create patient itineraries based on provider orders.
Maintain front desk coverage until the last patient is dismissed and ensure follow-up visits are scheduled before leaving the clinic.
Attend and participate in daily clinic huddles and process improvement initiatives.
Support front desk and scheduling workflows through telephone and MyChart.
Establish 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 to help meet critical staffing needs as delegated by management.
Support and participate in patient experience initiatives, including marketing campaigns and event registration.
Maintain the workspace and follow environmental health cleaning guidelines and personal protective equipment requirements.
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.