Patient Service Representative - Pulmonary Function Lab

The University of Kansas Health System; Miller (SD); On-site; USD 36,000 - 48,000; Full time

Job summary

The University of Kansas Health System is seeking a Patient Service Representative for the Pulmonary Function Lab. You will manage front desk activities, greet and check in patients, handle calls, verify insurance, and support MyChart scheduling in an ambulatory setting.

Responsibilities include assisting with previsit scheduling, during-visit check-ins, post-visit follow-ups, and ensuring smooth patient flow. Strong customer service and healthcare exposure preferred.

Qualifications

• High school diploma or GED required.
• 1+ year of customer service or health care experience.
• Ability to maintain patient confidentiality.
• Familiar with MyChart activation and support.

Responsibilities

• Schedule internal and external referrals and appointments.
• Assist with front-desk check-in/check-out and phone reception.
• Verify insurance and collect copays at point of service.
• Support MyChart activation and EMR documentation.
• Maintain patient flow and support care team preparations.

Skills

Customer service

Health care experience

Registration

MyChart knowledge

EMR systems

Scheduling

Insurance verification

Cash handling

Excel

Microsoft Office

Education

High School Diploma or GED

College coursework towards degree

Tools

Epic Cadence

MyChart

EPIC EMR

EMR

Excel

Word

Outlook

Teams

Job description

Position Title Patient Service Representative - Pulmonary Function Lab Days - Full Time Miller 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 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.

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-56940

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.

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.