Patient Scheduling Representative

The University of Kansas Health System; United States; On-site; USD 35,000 - 50,000; Full time

Job summary

The University of Kansas Health System is seeking a full-time Patient Scheduling Representative for the Westwood Medical Pavilion. This role is crucial in creating a seamless patient experience by scheduling appointments across multiple departments, managing inquiries, and supporting staff orientation.

Candidates should have at least a high school diploma, healthcare experience, and capability with EPIC EMR scheduling. Attention to detail and strong customer service skills are essential.

Qualifications

• 1 or more years of work experience in healthcare or customer service.
• Knowledge of EPIC EMR scheduling or other scheduling systems.
• Bilingual proficiency preferred.

Responsibilities

• Coordinate and schedule patient appointments across departments.
• Respond to high volume calls and electronic communication.
• Register patients and verify insurance information.
• Educate patients on medical records submission for appointments.

Skills

Customer service skills

Ability to use EPIC EMR scheduling

Basic computer skills

Bilingual proficiency

Education

High School Graduate or GED

College coursework toward Associate’s or Bachelor’s Degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Teams

EPIC EMR

Job description

Position Title

Patient Scheduling Representative – Westwood Medical Pavilion – West

Position Summary

The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients across multiple departments. The role functions from a call center or outpatient clinic, handles imaging, laboratory, clinic, infusion, treatment and procedures, and may mentor lower level staff. The representative may float across scheduling teams based on staffing needs.

Responsibilities

• Responds to a high volume of incoming telephone calls and electronic patient communication.
• Schedules, reschedules, and cancels patient visits, including clinic appointments, telehealth visits, treatments such as chemotherapy, radiation therapy, surgeries, and ancillary services.
• Registers patients prior to visits by entering demographics, verifying insurance, scanning documents, and processing referrals.
• Educates patients on submitting medical records for TUKHS appointments.
• Schedules referral appointments to external offices and sends required records using software such as Beacon.
• Uses EPIC EMR scheduling and other systems to coordinate schedules for patient care.
• Maintains accurate scheduling logs, charts, and calendars for laboratory tests, imaging, procedures, and related maintenance.
• Conducts daily reminder calls to patients before service dates.
• Supports charge audits and data organization as directed.
• Communicates schedule changes and clarifications to providers, financial advisors, and patients to minimize errors.
• Escalates urgent customer or operational issues in accordance with protocols.
• Assists new employees with orientation and training on scheduling processes.
• Builds and maintains trusting relationships with providers and staff to advocate for patient transportation, financial, and logistical needs.

Essential Job Functions

• Filter, prioritize, and manage appointment requests from the Appointment Request Workqueue (WQ) based on specialty standards.
• Verify scheduling with referring physician orders for accuracy.
• Schedule procedures to maximize utilization of time and meet physician and patient needs.
• Document decisions and route calls to the appropriate department.
• Check out patients from clinic visits, provide after‑visit summaries, and support EMR patient portal sign‑ups.
• Handle communications via MyChart, Artera, and other electronic platforms.

Required Education and Experience

• High School Graduate or GED.
• 1 or more years of progressively responsible and directly related work experience in a healthcare setting or customer service in a health care/contact center, including 6 months in a UKHS patient scheduling position.
• Proven knowledge of EPIC EMR scheduling or other scheduling systems.

Preferred Education and Experience

• College coursework completed toward an Associate’s or Bachelor’s Degree.
• 3 or more years of records‑keeping experience, preferably in a medical or radiology field.

Language Skills

• Bilingual proficiency is preferred; documented proof of competencies via language proficiency assessments.

Skill and Competency Requirements

• Ability to read, write, speak, and understand English.
• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams.
• High level of customer service skills focusing on problem resolution.

Job Type

Full time

EEO Statement

The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally protected status. The health system provides reasonable accommodations to qualified individuals with disabilities.

Job Requisition ID

R-51173