Patient Service Representative Scheduling - Radiation Oncology

Kansas Health System; Kansas City (KS); On-site; USD 36,000 - 48,000; Full time

Job summary

Kansas Health System is seeking a Patient Service Representative Scheduling for the Bloch Radiation Oncology Pavilion. The role focuses on scheduling patient appointments, coordinating referrals, and supporting the care team in a busy ambulatory clinic.

The PSR Scheduler may handle high-volume calls, process MyChart requests, and assist in front desk operations to ensure a smooth patient experience and accurate clinical documentation.

Qualifications

• Ambulatory scheduling experience desirable
• Ability to handle high-volume calls
• Familiarity with EMR systems (Epic/ Cadence) and MyChart
• Knowledge of registration and insurance basics
• Comfort in fast-paced clinic environments

Responsibilities

• Schedule internal and external referrals and appointments, including telehealth and surgeries
• Answer high volume calls and route to appropriate departments
• Document patient information accurately in EMR and update records
• Verify insurance information and assist with preauthorizations as needed
• Support front desk operations and care team communications
• Assist with patient intake, check-in and MyChart activation

Job description

Patient Service Representative Scheduling - Radiation Oncology

Bloch Radiation Oncology Pavilion

Position Summary / Career Interest

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 WorkResponds 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-chec