Patient Service Representative Scheduling

The University of Kansas Health System; United States; On-site; USD 34,000 - 43,000; Full time

Job summary

The University of Kansas Health System seeks a Patient Service Representative Scheduling at the Olathe Cancer Center to manage appointment scheduling, insurance verification, and MyChart support, delivering a smooth patient experience.

The role may handle high-volume calls, front desk coordination, and EMR tasks, working with care teams to prepare for daily appointments; requires strong communication and healthcare terminology knowledge.

Qualifications

• High school diploma or GED required; healthcare experience preferred.
• Experience in customer service within health care or call center is desired.
• Familiarity with EPIC or similar EMR systems preferred.

Responsibilities

• Responds to a high volume of calls and schedules appointments (in person, telehealth, or procedures).
• Assists patients with registration, insurance verification, and MyChart activation.
• Documents information accurately and communicates with care teams.

Skills

Customer service

Communication

Attention to detail

Medical terminology familiarity

Education

High School diploma or GED

Associate's/Bachelor's coursework preferred

Tools

EPIC

Epic Cadence

Job description

Position Title Patient Service Representative Scheduling Olathe Cancer Center

Position Summary / Career Interest:

Olathe Cancer Center--The Patient Service Representative Scheduling (PSR Scheduler) 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 primarily responsible for scheduling patient appointments. This work may be done away from the front desk of a clinical area and could include work in a call center setting taking large volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records, assist front desk operations as needed, and helping the physician care team prepare for their daily patient appointments. This work role will also be trained to assist in front office functions of an ambulatory clinic to provide support as needed.

Responsibilities and Essential Job Functions

Scheduling Work

• Responds to a high-volume of incoming telephone calls.
• Schedule internal and external incoming department referrals
• Schedules in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• Assists patients in registering and canceling appointments.
• Accurately documents and routes calls to the proper departments as needed.
• Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location.
• Follows all regulatory and compliance standards.
• Follows documented protocols and guidelines.
• Responds to outgoing telephone calls and faxed materials.
• Communicates with the care team and supports staff on various patient issues.
• Obtains and updates insurance information.
• Identifies urgent customer needs or operational issues, and escalates appropriately.
• 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.

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 marketing 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. May be asked to work in call center setting taking large volumes of phone calls from patients. Remains in clinic until last patient is checked out and any follow-up visits are scheduled.

Additional work responsibilities if needed for front office support within an ambulatory clinic:

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. Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

Required Education and Experience

• High School Graduate or GED.
• 1 or more years direct customer service in a health care or contact center environment

Preferred Education and Experience

• College coursework completed towards an Associate's or Bachelor's Degree
• Experience in a call center work environment
• Working knowledge of medical terminology
• Working knowledge of EPIC or other patient/customer database
• Clerical, registration and/or customer service experience within a health care setting

Required Language Skills

• Fluent English - Ability to read, write, speak, and understand.

Preferred Language Skills

• - If bilingual-documented proof of competencies via language proficiency assessments

Knowledge Requirements

• Basic computer skills including Microsoft Excel, Word, Outlook and Teams.
• Ability to maintain patient confidentiality
• High level of customer services skills focusing on problem resolution

Time Type: Full time

Job Requisition ID: R-58284

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.