Patient Service Rep Lead

The University of Kansas Health System; Kansas City (KS); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Patient Service Representative Lead to enhance patient experiences in ambulatory clinics. This role is pivotal in managing front desk operations, supporting staff training, and ensuring seamless patient interactions. You will be responsible for scheduling appointments, processing payments, and maintaining high standards of patient confidentiality. Join a dedicated team that values communication and fosters a positive environment, where your contributions will directly impact patient care and satisfaction. If you're passionate about healthcare and excel in customer service, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in ambulatory care or patient registration.
• Strong customer service and problem resolution skills.

Responsibilities

• Lead onboarding and training of staff while supporting patient experience.
• Manage patient check-in/out and assist with scheduling follow-ups.

Skills

Customer Service

Problem Resolution

Communication

Bilingual Skills

Education

High School diploma or GED

Associate's degree

Tools

MS Office

Outlook

Teams

Job description

Position Title

Patient Service Rep Lead Medical Pavilion

Position Summary / Career Interest: The Patient Service Representative Lead supports the supervisor by demonstrating thorough knowledge of all job functions and serving as a resource for training staff in collaboration with management.

Patient Service Representatives (PSRs) are vital members of the physician's care team, ensuring a seamless patient experience in ambulatory clinics. They handle front desk operations, greeting and checking in patients, answering calls, collecting copays, managing MyChart and EMR appointment requests, processing external medical records, and assisting the care team with daily patient preparations. They may also assist with patient check-out and scheduling follow-ups.

Responsibilities and Essential Job Functions

1. Lead Responsibilities: Model health system values, inspire staff, and assist in onboarding and training.
2. Achieve organizational targets related to patient experience.
3. Engage with staff for feedback and promote effective communication.
4. Serve as a role model for workflow and safety procedures.
5. Participate in clinic projects to improve patient and clinician experiences.
6. Develop and deliver communications, foster a positive learning environment, and promote safety and compliance.
7. Conduct accreditation exercises and uphold professional integrity.
8. Pre-Visit Scheduling: Schedule appointments, verify insurance, assist with MyChart, and prepare necessary documentation.
9. During Visit: Manage patient check-in/out, obtain signatures, process payments, and support outpatient procedures.
10. Post-Visit: Schedule follow-ups, assist with MyChart, and ensure proper coverage and documentation.
11. Standard Responsibilities: Participate in team huddles, support patient experience initiatives, and maintain policies and workspace standards.
12. Support coverage at different locations as needed and complete required training and assessments.

Minimum Requirements

• High School diploma or GED.
• At least 2 years of experience in ambulatory care, patient registration, or pre-certification, or 1 year of experience with an Associate's degree.

Preferred Qualifications

• Experience in healthcare clerical, registration, or customer service roles.

Language Skills

• Fluent in English; bilingual skills with proof of competency are preferred.

Knowledge

• Basic computer skills (MS Office, Outlook, Teams).
• Strong customer service and problem resolution skills.
• Ability to maintain patient confidentiality.