Patient Scheduling Associate - Cancer Center Westwood

Position Title Patient Scheduling Associate - Cancer Center Westwood Days - Full Time Westwood Medical Pavilion - West 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.

• 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…