Patient Service Representative

Patient Service Representative - Multiple Locations, Bell Hospital

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.
• 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.
• Preauthorisation 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.
• 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 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.
• Support 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.
• Assist patient with MyChart activation and support.
• 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 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.
• 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.
• 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.
• Support and participate 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 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…