Patient Service Representative

The University of Kansas Health System; Excelsior Springs (MO); On-site; USD 22,000 - 33,000; Full time

Job summary

The University of Kansas Health System is seeking a Patient Service Representative for the Excelsior Springs Clinic. The role focuses on creating a welcoming patient experience, performing front desk duties, collecting payments, and coordinating scheduling through Epic Cadence and MyChart.

Responsibilities include managing pre-visit scheduling, in-visit check-in, and post-visit follow-up while upholding confidentiality and delivering high-quality customer service in a hospital-affiliated

Qualifications

• High School Graduate or GED.
• 1+ years customer service or health care experience.
• Ability to maintain patient confidentiality.
• Clerical, registration and/or customer service experience within a health care setting.

Responsibilities

• Pre-Visit Scheduling: Schedule internal and external referrals; arrange appointments, telehealth visits, surgeries, and procedures.
• During Visit Check-In: Manage high-volume front desk operations, verify demographics, insurance, and collect copays.
• Post-Visit Follow-Up: Schedule follow-ups and ensure patient readiness for next steps.
• Support MyChart activation and EMR processes; assist with patient itineraries and documentation.

Job description

Position Title: Patient Service Representative

Location: Excelsior Springs Clinic

Position Summary / Career Interest

The Patient Service Representative (PSR) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. This work role is responsible for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for their daily patient appointments. May assist with checking patients out and scheduling follow up activities as needed.

Responsibilities and Essential Job Functions

• 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.
  • Supports both front desk and scheduling (telephone and MyChart) workflows.
  • Establishes and maintains productive working relationships with providers and the clinical care team.
  • Has a working knowledge of patient related policies and procedures as well as an understanding of the University of Kansas Health System services and programs.
  • Follows the Health System standard apparel policy.
  • Effectively communicates Health System Policies to patients and patient advocates.
  • Familiarity with insurance coverage types (HMO, PPO, VA, Medicare).
  • Expected to provide coverage at alternate locations to help meet critical staffing level needs, as delegated by management.
  • Supports and participates in patient experience initiatives including marking campaigns and event registration.
  • Responsible for daily maintenance of workspace and following environmental health cleaning guidelines according to Health System policy and procedures.
  • Responsible for following personal protective equipment (PPE) guidelines according to Health System policy and procedures.
  • Expected to complete necessary training and successfully pass 30-60-90-day quality assessments.
  • Remains in clinic until last patient is checked out and any follow-up visits are scheduled.
  • Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• 1 or more years customer service or health care experience.
• Ability to maintain patient confidentiality.
• Preferred Education and Experience: College coursework completed towards an Associate’s or Bachelor’s Degree.
• Clerical, registration and/or customer service experience within a health care setting.

Preferred Language Skills

If bilingual-Documented proof of competencies via language proficiency assessments.

Knowledge 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.

Time Type: Full time

Job Requisition ID: R-58194

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

Notice: If you are a Current Employee or Contract Worker, please log into Workday to search for and apply to jobs using the Career application or by searching "Find Jobs". Your application, if submitted using this portal, cannot be moved forward.

About The University of Kansas Health System

As part of the region’s premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis.

We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.