Patient Service Representative Scheduling Coordinator

2 days ago

Lee's Summit, Missouri, United States The University of Kansas Health System Full time

Job Summary

The Patient Service Representative Scheduling Coordinator is a critical member of the physician's care team at The University of Kansas Health System. This role is responsible for creating a seamless patient experience within an ambulatory clinic by scheduling patient appointments. The ideal candidate will have excellent customer service skills, a high level of accuracy, and the ability to work in a fast-paced environment.

Key Responsibilities

  • Schedule internal and external incoming department referrals
  • Schedule in-person appointments, telehealth visits, surgeries, procedures, and/or ancillary services using Epic Cadence decision trees
  • Assist patients in 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 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
  • Standard Responsibilities
    • Attend and participate in department clinic daily huddles and process improvement initiatives
    • Understand patient experience performance expectations for ease of scheduling appointments, 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 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 pass 30-60-90-day quality assessments
    • May be asked to work in a call center setting, taking large volumes of phone calls from patients
    • Remain in the clinic until the last patient is checked out and any follow-up visits are scheduled
    • Additional work responsibilities, if needed, for front office support within an ambulatory clinic:
      • 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
      • Responsible for collecting all point-of-service collections due per the EMR-generated patient estimate, including copay, co-insurance, and deductibles
      • Assist patients with MyChart activation and support
      • Responsible for outpatient clinic direct rooming
      • Responsible for supporting 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
      • Assist patients with MyChart activation and support
      • Ensure proper front desk coverage until the last patient is dismissed from the clinic
      • 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.

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 Requirements

  • 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
  • If bilingual, documented proof of competencies via language proficiency assessments

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