Patient Service Representative

2 days ago


Mission Viejo, California, United States The University of Kansas Health System Full time
Job Summary

The Patient Service Representative Scheduling (PSR Scheduler) plays a vital role in creating a seamless patient experience within an ambulatory clinic. This position is responsible for scheduling patient appointments, responding to high-volume phone calls, and navigating medical records to ensure accurate patient information. The PSR Scheduler will also assist with front desk operations, support the physician care team, and participate in patient experience initiatives.

Responsibilities
  • Schedule internal and external incoming department referrals
  • Schedule in-person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees
  • Assist patients with registering and canceling appointments
  • Accurately document and route calls to the proper departments as needed
  • Efficiently navigate medical records and ensure patient information is up-to-date and accurately entered in the correct location
  • Follow all regulatory and compliance standards
  • Follow documented protocols and guidelines
  • Respond to outgoing telephone calls and faxed materials
  • Communicate with the care team and support staff on various patient issues
  • Obtain and update insurance information
  • Identify urgent customer needs or operational issues and escalate appropriately
  • 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 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 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
Requirements
  • High School Graduate
  • 1 or more years of direct customer service in a healthcare or contact center environment
  • Ability to read, write, speak, and understand English
  • High level of customer service skills focusing on problem resolution
  • Basic computer skills, including Microsoft Excel, Word, Outlook, and Teams
  • Ability to maintain patient confidentiality
Preferred Qualifications
  • College coursework completed towards an Associate's or Bachelor's Degree
  • Experience in a call center work environment
  • Working knowledge of medical terminology
  • Working knowledge of EPIC or other patient/customer database
  • Clerical, registration, and/or customer service experience within a healthcare setting


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