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. 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

• 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, people, sustainability, safety & operational excellence.
• 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 and responsible for standard work adherence.
• 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.
• 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 and organizational 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.
• 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 ResponsibilitiesAttends 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.
• May be asked to work in call center setting taking large volumes of phone calls from patients.
• 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.
• 2 or more years in direct customer service in a health care or contact center environment. OR
• 1 or more years experience combined with a completed Associates degree.

Preferred Education and Experience

• College coursework completed towards an Associate’s or Bachelor’s Degree
• Experience in a call center work environment.
• Clerical, registration and/or customer service experience within a health care setting.

Required Language Skills

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

Preferred Language Skills

• - If bilingual-Documented proof of competencies via language proficiency assessments.

Knowledge Requirements

• High level of customer services skills focusing on problem resolution.
• Basic computer skills including Microsoft Excel, Word, Outlook and Teams.
• Ability to maintain patient confidentiality.
• Working knowledge of medical terminology.
• Working knowledge of EPIC or other patient/customer database.

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.