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Patient Service Representative - Overland Park, United States - The University of Kansas Health System
Description
Position TitlePatient Service Representative - Call Center
Indian Creek Main
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:
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.
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.
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 day quality assessments.
Remains in clinic until last patient is checked out and any follow-up visits are scheduled.
Responsible for other duties or projects as assigned.
JOB REQUIREMENTS
Required:
High School Diploma or equivalent.
Read and write English
Understand and speak English, ability to communicate clearly
Basic computer skills including Microsoft Excel, Word, Adobe and Office.
Customer service skills.
Ability to work well with others, maintain confidentiality and use good judgement
Preferred:
Clerical, registration and/or customer service experience within a health care setting.
Time Type:
Full time
Job Requisition ID:
R-252
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.
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