Patient Service Representative

Kansas Health System; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

The Excelsior Springs Clinic, part of Kansas Health System, is seeking a Patient Service Representative to join the front desk team. You will greet and check in patients, answer calls, verify insurance, process copays, and manage MyChart and EMR appointment requests to ensure a smooth patient experience in a busy ambulatory clinic.

Responsibilities include scheduling appointments, preauthorization, assisting with MyChart activation, and supporting the care team with patient flow from check-in to

Qualifications

• 1+ years of customer service or health care experience
• High School Diploma or GED; ability to maintain patient confidentiality
• College coursework toward an Associate's or Bachelor's Degree is a plus

Responsibilities

• Pre-Visit Scheduling: Schedule internal and external referrals.
• Schedule in-person, telehealth, surgeries, and ancillary services using Epic Cadence.
• Maintain knowledge of appointment types, locations, providers and specialties; coordinate patient itineraries.
• Register patients during scheduling including demographics, insurance verification, MSPQ, scanning and documentation.
• Assist with MyChart activation and patient support.
• During visits: high-volume check-in/out and phone reception per health system standards.
• Collect point-of-service payments (copays, coinsurance, deductibles).
• Post-Visit: schedule follow-up orders and create patient itineraries based on provider orders.

Skills

Customer service

Front desk operations

Communication skills

Education

High School Diploma or GED

College coursework toward Associate/Bachelor's

Tools

Epic Cadence

MyChart

EMR

Insurance verification

Job description

Position Title

Patient Service Representative

The 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 SchedulingSchedule 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-InResponsible 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 ResponsibilitiesAttends 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 pas 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.