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 and scheduling 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 position manages pre-visit scheduling and registration, including referrals, appointments, procedures, ancillary services, insurance verification, documentation, and preauthorization as needed. During visits, the PSR handles high-volume check-in and check-out, phone reception, registration forms, point-of-service collections, MyChart assistance, self-check-in support, and direct rooming. After visits, the PSR schedules follow-up diagnostic and therapeutic orders and ensures the patient's itinerary is coordinated. The PSR participates in daily huddles and process improvement and patient experience initiatives, maintains productive relationships with providers and clinical staff, communicates health system policies, and follows workplace apparel, cleaning, and PPE guidelines. The role may require coverage at alternate locations and remaining in the clinic until the last patient has 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 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 candidates, documented proof of competencies through language proficiency assessments.

Responsibilities

Schedule internal and external department referrals and in-person, telehealth, surgery, procedure, and ancillary service appointments 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, including entering demographics, verifying insurance, completing the Medicare Secondary Payer Questionnaire, scanning and preparing documents, updating documentation, and processing referral, order, and appointment requests.
Complete preauthorization for clinic-specific visits and procedures as needed.
Assist patients with MyChart activation and support, including online check-in.
Perform high-volume clinic check-in and check-out and phone reception according to health system standards.
Obtain patient signatures on consent and financial forms and complete registration documentation and scanning in the health system EMR.
Collect point-of-service amounts shown on EMR-generated patient estimates, including copayments, coinsurance, and deductibles.
Support outpatient clinic direct rooming and patient self-check-in using MyChart and the EMR.
Schedule internal and external diagnostic and therapeutic follow-up orders and coordinate patient itineraries based on provider orders.
Maintain front desk coverage until the last patient is dismissed and remain until checkout and follow-up scheduling are completed.
Attend and participate in daily clinic huddles and process improvement initiatives.
Support front desk and scheduling workflows by telephone and MyChart.
Maintain productive working relationships with providers and the clinical care team.
Communicate health system policies to patients and patient advocates and support patient experience initiatives, including marketing campaigns and event registration.
Provide coverage at alternate locations when delegated by management to address critical staffing needs.
Maintain the workspace and follow environmental health cleaning and personal protective equipment guidelines.
Complete required training and successfully pass 30-, 60-, and 90-day quality assessments.