Patient Service Representative - Cancer Center - Westwood; East

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.

• Pre-Visit Scheduling: schedule internal and external incoming department referrals.
• Schedule in-person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• Maintain extensive knowledge of appointment types, locations, providers, and specialties.
• Work to achieve a coordinated patient itinerary sometimes consisting of multiple appointments.
• Register patients 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.
• Preauthorize clinic specific visits and procedures as needed.
• Assist patients 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.
• Secure patient signatures for consent and financial forms.
• Follow and complete all standard registration documentation and scanning process in the Health System EMR.
• Collect all point of service collections per the EMR generated patient estimate including copay, co‑insurance, and deductibles.
• Support outpatient clinic direct rooming.
• Support patients 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: attend and participate in department clinic daily huddles and process improvement initiatives; understand patient experience performance expectations; support both front desk and scheduling (telephone and MyChart) workflows; establish and maintain productive working relationships with providers and the clinical care team; have a working knowledge of patient related policies and procedures as well as an understanding of the University of Kansas Health System services and programs;
  
  follow the Health System standard apparel policy; effectively communicate Health System Policies to patients and patient advocates; be familiar with insurance coverage types (HMO, PPO, VA, Medicare); be expected to provide coverage at alternate locations to help meet critical staffing level needs, as delegated by management; support and participate in patient experience initiatives including marketing campaigns and event registration; be responsible for daily maintenance of workspace and follow environmental health cleaning guidelines according to Health System policy and procedures;
  
  follow personal protective equipment (PPE) guidelines according to Health System policy and procedures; be expected to complete necessary training and successfully pass 30‑60‑90‑day quality assessments; remain 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.