Patient Service Representative Liberty Clinic

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.

Responsibilities

• 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 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.
  • Preauthorization of 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.
• During Visit
  • 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 processes 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.
  • Support 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.
• 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 how 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.
  • Remain in clinic until the last patient is checked out and any follow-up visits are scheduled.
  • Must be able to perform the professional, clinical, and/or technical competencies of the assigned unit or department.

Requirements

• High School Graduate or GED.
• 1 or more years of customer service or healthcare experience.
• Ability to maintain patient confidentiality.

Preferred Qualifications

• College coursework completed towards an Associate’s or Bachelor’s Degree.
• Clerical, registration, and/or customer service experience within a healthcare setting.
• Preferred Language Skills: If bilingual, documented proof of competencies via language proficiency assessments.

Skills

• Ability to read, write, speak, and understand English.
• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams.
• High level of customer service skills focusing on problem resolution.

Time Type: Part time