Patient Scheduling Associate - Primary Care

Position Title

Patient Scheduling Associate
- Primary Care

Days
- Full Time

Southlake Campus

The Patient Scheduling Associate provides the highest level of customer service as they assist patients with routine scheduling of new and follow‑up appointments requested by patients and providers and may also contact patients who have received a specialty referral. The Patient Scheduling Associate also assists patients with insurance registration with The University of Kansas Health System’s outpatient clinics. 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.

Employees in the call center setting may have the opportunity to work remotely from home after demonstrating consistent competency with job duties. In the clinical location, this role is responsible for front desk operations including greeting and checking in customers and visitors, copay collection, completing MyChart and EMR appointment requests, processing external medical records and helping the physician care team prepare for daily patient appointments.

• Respond to a high volume of incoming telephone calls. Answer phone calls in a timely manner; provide complete and accurate exam related information to the patient regarding prep and other exam related notes; keep work area organized and scheduling information readily available; maintain productivity within benchmark levels.
• Educate patients on providing medical records and other documentation needed for TUKHS appointments. Verify patient demographics and insurance information and verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning document preparation, updating documentation and processing of referrals/order/appointment requests. Protect patient confidentiality and privacy. Secure patient signatures for consent and financial forms. Familiarity with insurance coverage types (HMO, PPO, VA, Medicare). Identify insurance plans and specific procedures which need to be pre‑approved.
  
  Pre‑certify required tests and procedures. Pre‑authorization of clinic specific visits and procedures as needed.
• Pre‑Visit Scheduling: schedule internal and external incoming department referrals. Complete order entry using hospital information system or manual order forms (test requisitions) including cancellation or modification of orders as required. Review all clinic orders for date, time, signature, and pagers. Verify referring physician orders against scheduled appointments for accuracy.
• Support both front desk and scheduling (telephone and MyChart) workflows. May assist patient with MyChart activation and support, including how to complete check‑in online prior to the appointment. Support patient through self‑check‑in utilizing MyChart and the EMR. Ensure proper front desk coverage until last patient is dismissed from the clinic and any follow‑up visits are scheduled. Responsible for outpatient clinic direct rooming.
• Schedule/reschedule/cancel in‑person appointments, telehealth visits, surgeries, procedures and/or ancillary services and all incoming department referrals using Epic Cadence decision trees in a courteous, professional and timely manner; accommodate all scheduling requests; prioritize exams based on clinical indications and contraindications; confirm patient appointments.
• Collect all point‑of‑service collections due per the EMR generated patient estimate including copay, co‑insurance, and deductibles. Follow and complete all standard registration documentation and scanning process in the Health System EMR. Efficiently navigate medical records and ensure patient information is up‑to‑date and accurately entered in the correct location.
• Effectively communicate Health System Policies to patients and patient advocates. Use reference documents and online knowledge base tools to articulate accurate information regarding SHC services.
• 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…