Patient Service Lead - Front Desk & Patient Experience

Kansas Health System; Prairie Village (KS); Sur place; USD 52 000 - 76 000; Plein temps

Résumé du poste

Kansas Health System is seeking a Lead Patient Service Representative for the KU Eye Clinic in Prairie Village, KS. This role supports the supervisor, trains staff, and ensures a smooth patient experience at the front desk and during registration.

The PSR Lead will onboard staff, manage scheduling and check-in/out processes, assist with MyChart and EMR tasks, and support the care team in daily patient appointments using Epic Cadence and the EMR system.

Qualifications

Responsabilités

• Role models the health system values in our daily interactions and inspires others to follow those established values.
• Has a positive presence in the practice.
• Assist in onboarding of staff as directed by clinic leadership.
• Execute developed department onboarding process, escalating barriers to leadership.
• Responsible and accountable for achieving organizational targets related to patient experience in appropriate domains.
• Routinely engages and solicits feedback from work unit employees.
• Effective verbal & written communications.
• Serves as a role model for correct workflow execution.
• Complete standard work observations at the direction of clinic leadership.
• Escalates to leadership and/or informatics team(s) enhancements/challenges to standard work.
• Engages in clinic level projects for the enhancement of patient/clinician experiences.
• Identifies and uses resources to develop and deliver communications.
• Creates and contributes to a positive environment where learning and knowledge sharing occurs regularly.
• Encourages employees to use organization risk reporting tools.
• Demonstrates knowledge, adheres to, and educates others for the promotion of safety regulations, disaster plans, emergency response, infection control, fire safety, hazardous material policies and procedures.
• Conducts accreditation tracer exercises.
• Conveys authenticity gaining the trust of others. Behaves consistently and acts in accordance with moral, ethical professional, and organizational guidelines.
• Displays unwavering credibility through trustworthiness, reliability, dependability, integrity, character reputation, and acceptability.
• Pre-Visit Scheduling Schedule internal and external incoming department referrals
• Schedules in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• Maintains extensive knowledge of appointment types, locations, providers, and specialties.
• Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments.
• Responsible for registration of patient during the scheduling process, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning and document preparation, updating documentation and processing of referrals/order/appointment requests.
• Preauthorization of clinic specific visits and procedures as needed.
• Assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment.
• During Visit Standard Check-In Responsible for high volume patient clinic check in/out and phone reception - following health system standards.
• Secures patient signatures for consent and financial forms.
• Follows and completes all standard registration documentation and scanning process in the Health System EMR
• Responsible for collecting all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles.
• Assist patient with MyChart activation and support.
• Responsible for outpatient clinic direct rooming
• Responsible for supporting patient through self-check-in utilizing MyChart and the EMR
• Post-Visit (Check-out/Follow Up Scheduling)
• Schedule follow up internal and external diagnostic and therapeutic orders creating a patient itinerary based on provider orders.
• Assist patient with MyChart activation and support.
• Ensure proper front desk coverage until last patient is dismissed from the clinic.
• Standard Responsibilities Attends and participates in department clinic daily huddles and process improvement initiatives.
• Understands patient experience performance expectations for ease of scheduling appointment, degree to which you were informed of delays, likelihood to recommend practice, courtesy of front desk and staff worked together for your care.

Outils

Epic Cadence

EMR

Description du poste

Kansas Health System is seeking a Lead Patient Service Representative for the KU Eye Clinic in Prairie Village, KS. This role supports the supervisor, trains staff, and ensures a smooth patient experience at the front desk and during registration.

The PSR Lead will onboard staff, manage scheduling and check-in/out processes, assist with MyChart and EMR tasks, and support the care team in daily patient appointments using Epic Cadence and the EMR system.