Patient Service Rep Lead--Internal Medicine

Position Summary / Career Interest:

The Patient Service Representative Lead is responsible for supporting the supervisor. This work role requires thorough knowledge of all job functions and serves as a resource to train other employees in collaboration with the supervisor/manager. Patient Service Representatives (PSR) are important members of the physician’s care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. They are 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. They may assist with checking patients out and scheduling follow up activities as needed.


Responsibilities and Essential Job Functions

• Lead Responsibilities Role models the health system values in our daily interactions and inspire others to follow those established values.
• Has a positive presence in the practice.
• Assist in onboarding of staff as directed by clinic leadership.
• Execute developed department onboarding process, escalating barriers to leadership.
• Responsible and accountable for achieving organizational targets related to patient experience in appropriate domains.
• Routinely engages and solicits feedback from work unit employees.
• Effective verbal & written communications.
• Serves as a role model for correct workflow execution.
• Complete standard work observations at the direction of clinic leadership.
• Escalates to leadership and/or informatics team(s) enhancements/challenges to standard work.
• Engages in clinic level projects for the enhancement of patient/clinician experiences.
• Identifies and uses resources to develop and deliver communications.
• Creates and contributes to a positive environment where learning and knowledge sharing occurs regularly.
• Encourages employees to use organization risk reporting tools.
• Demonstrates knowledge, adheres to, and educates others for the promotion of safety regulations, disaster plans, emergency response, infection control, fire safety, hazardous material policies and procedures.
• Conducts accreditation tracer exercises.
• Conveys authenticity gaining the trust of others.  Behaves consistently and acts in accordance with moral, ethical professional, and organizational guidelines.
• Displays unwavering credibility through trustworthiness, reliability, dependability, integrity, character reputation, and acceptability.
• 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
• A minimum of two years’ experience in ambulatory/admitting/patient registration & pre-certification or 1 year experience combined with a completed Associates degree
• High level of customer services skills focusing on problem resolution
• Ability to maintain patient confidentiality

Preferred Education and Experience

• Clerical, registration and/or customer service experience within a health care setting.

Required Language Skills

• Fluent English - Read, write, speak, and understand English

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

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.