Patient Service Representative - Float

The University of Kansas Health System; Kansas City (MO); On-site; USD 36,000 - 54,000; Full time

Job summary

The University of Kansas Health System seeks a Patient Service Representative - Float to join the ambulatory clinics. This role rotates across multiple clinics, handling front desk operations, greeting patients, checking in, and supporting the care team.

You will manage calls, verify insurance, process MyChart requests, schedule visits (in-person and telehealth), and collect co-pays at point of service while maintaining EMR accuracy.

Qualifications

• High School Graduate or GED.
• 1+ years of experience in customer service or health care.
• 1+ years of experience in customer services skills focusing on problem resolution.
• 1+ years of experience in basic computer skills including Microsoft Excel, Word, Outlook and Teams.

Responsibilities

• Greet and check in patients and visitors at the front desk.
• Answer calls, verify insurance, and schedule appointments in EMR.
• Collect copays and process MyChart requests.
• Prepare for daily patient appointments with care team.
• Assist with patient check-out and follow-up scheduling.

Skills

Customer service

Problem resolution

Front desk operations

Team collaboration

Education

High School diploma or GED

College coursework toward Associate/Bachelor

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Teams

Job description

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. The Float role generally rotates and fills in across many different clinics to meet staffing needs. The length of time assigned to each clinic may vary depending on each clinic's needs.

Position Title

Patient Service Representative - Float

Briarcliff III Office Building

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. The Float role generally rotates and fills in across many different clinics to meet staffing needs. The length of time assigned to each clinic may vary depending on each clinic's needs.

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

• Float Responsibilities - At leadership's direction, you will be assigned to various clinics throughout the KC Metro and Health System Locations.
• Clinic assignment will vary and could change from day to day.
• 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 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 of experience in customer service or health care experience.
• 1 or more years of experience in customer services skills focusing on problem resolution.
• 1 or more years of experience in basic computer skills including Microsoft Excel, Word, Outlook and Teams.

Preferred Education And Experience

• College coursework completed towards an Associate’s or Bachelor’s Degree
• 3 or more years of experience in 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.
• Ability to maintain patient confidentiality.

Time Type

Full time

Job Requisition ID

R-57207

Important Information For You To Know As You Apply

• 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. See also Diversity, Equity & Inclusion.
• The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link [e-mail].
• Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

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