Patient Service Representative, Float

Responsibilities

• At leadership’s direction, you will be assigned to various clinics throughout the KC Metro and Health System Locations.
• Clinic assignment will vary and could change from day to day.
• Pre-Visit Scheduling:
• Schedule internal and external incoming department referrals.
• Schedules in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• Maintains extensive knowledge of appointment types, locations, providers, and specialties.
• Works 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.
• Preauthorization of clinic specific visits and procedures as needed.
• Absists 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.
• Secures patient signatures for consent and financial forms.
• Completes all standard registration documentation and scanning process in the Health System EMR.
• Collects all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles.
• Assists patient with MyChart activation and support.
• Supports patient through self-check-in utilizing MyChart and the EMR.
• Responsible for outpatient clinic direct rooming.
• Responsible for supporting 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:
• Attends and participates in department clinic daily huddles and process improvement initiatives.
• Understands 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.
• Supports both front desk and scheduling (telephone and MyChart) workflows.
• Establishes and maintains productive working relationships with providers and the clinical care team.
• Has a working knowledge of patient related policies and procedures as well as an understanding of the University of Kansas Health System services and programs.
• Follows the Health System standard apparel policy.
• Effectively communicates Health System policies to patients and patient advocates.
• Familiarity with insurance coverage types (HMO, PPO, VA, Medicare).

Qualifications

• High School Graduate or GED.
• 1 or more years of experience in customer service or health care experience.
• 1 or more years of experience in customer services skills focusing on problem resolution.
• 1 or more years of experience in basic computer skills including Microsoft Excel, Word, Outlook and Teams.