The University of Kansas Health System
Patient Scheduling Representative-PRN - daytime hours, Monday-Friday
The University of Kansas Health System, Westwood, Kansas, United States
Overview
Position Title: Patient Scheduling Representative-PRN - daytime hours, Monday-Friday. Location: Westwood Medical Pavilion - West. The Patient Service Representative Scheduling (PSR Scheduler) 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 role is primarily responsible for scheduling patient appointments and may involve work away from the front desk or in a call center setting handling high volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR appointment requests, process external medical records, assist front desk operations as needed, and help the physician care team prepare for daily patient appointments. The role may also be trained to assist in front office functions of an ambulatory clinic to provide support as needed. Hours : Monday-Friday, during typical business hours (between 8 a.m. and 4:30 p.m.).
Responsibilities and Essential Job Functions
Scheduling: Responds to a high-volume of incoming telephone calls.
Schedule internal and external incoming department referrals.
Schedules in-person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
Assists patients in registering and canceling appointments.
Accurately documents and routes calls to the proper departments as needed.
Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location.
Follows all regulatory and compliance standards and documented protocols and guidelines.
Responds to outgoing telephone calls and faxed materials.
Communicates with the care team and supports staff on various patient issues.
Obtains and updates insurance information.
Identifies urgent customer needs or operational issues and escalates appropriately.
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 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.
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.
Attend and participate in department clinic daily huddles and process improvement initiatives.
Understand patient experience performance expectations for ease of scheduling, communication of delays, likelihood to recommend the practice, and collaboration with front desk and staff.
Support both front desk and scheduling (telephone and MyChart) workflows.
Establish and maintain productive working relationships with providers and the clinical care team.
Have working knowledge of patient-related policies and procedures and understanding of the health system services and programs.
Follow health system apparel policy and effectively communicate health system policies to patients and patient advocates.
Familiar with insurance coverage types (HMO, PPO, VA, Medicare).
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.
Maintain daily workspace and follow environmental health and cleaning guidelines according to health system policy and procedures.
Follow personal protective equipment (PPE) guidelines according to health system policy and procedures.
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 clinic until last patient is checked out and any follow-up visits are scheduled.
Additional responsibilities for front office support within an ambulatory clinic as needed, including during visit check-in, registration, documentation, and billing processes.
During Visit – 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 in the EMR.
Collect all point-of-service payments (copays, coinsurance, deductibles) per EMR-generated patient estimates.
Support patient through MyChart activation and online check-in as needed.
Post-Visit – Check-Out/Follow-Up Scheduling: schedule follow-up internal and external diagnostic and therapeutic orders to create a patient itinerary based on provider orders.
Ensure proper front desk coverage until last patient is dismissed and that the patient is supported through the check-out process.
Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department.
Other duties may be assigned as required.
Required Education and Experience
High School Graduate
1 or more years of direct customer service in a health care or contact center environment
Ability to read, write, speak, and understand English
High level of customer service skills with a focus on problem resolution
Basic computer skills including Microsoft Excel, Word, Outlook and Teams
Ability to maintain patient confidentiality
Preferred Education and Experience
College coursework 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 health care setting
If bilingual, documented proof of language proficiency via assessments
Time Type: Part time
Job Requisition ID: R-46189
We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
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Position Title: Patient Scheduling Representative-PRN - daytime hours, Monday-Friday. Location: Westwood Medical Pavilion - West. The Patient Service Representative Scheduling (PSR Scheduler) 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 role is primarily responsible for scheduling patient appointments and may involve work away from the front desk or in a call center setting handling high volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR appointment requests, process external medical records, assist front desk operations as needed, and help the physician care team prepare for daily patient appointments. The role may also be trained to assist in front office functions of an ambulatory clinic to provide support as needed. Hours : Monday-Friday, during typical business hours (between 8 a.m. and 4:30 p.m.).
Responsibilities and Essential Job Functions
Scheduling: Responds to a high-volume of incoming telephone calls.
Schedule internal and external incoming department referrals.
Schedules in-person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
Assists patients in registering and canceling appointments.
Accurately documents and routes calls to the proper departments as needed.
Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location.
Follows all regulatory and compliance standards and documented protocols and guidelines.
Responds to outgoing telephone calls and faxed materials.
Communicates with the care team and supports staff on various patient issues.
Obtains and updates insurance information.
Identifies urgent customer needs or operational issues and escalates appropriately.
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 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.
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.
Attend and participate in department clinic daily huddles and process improvement initiatives.
Understand patient experience performance expectations for ease of scheduling, communication of delays, likelihood to recommend the practice, and collaboration with front desk and staff.
Support both front desk and scheduling (telephone and MyChart) workflows.
Establish and maintain productive working relationships with providers and the clinical care team.
Have working knowledge of patient-related policies and procedures and understanding of the health system services and programs.
Follow health system apparel policy and effectively communicate health system policies to patients and patient advocates.
Familiar with insurance coverage types (HMO, PPO, VA, Medicare).
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.
Maintain daily workspace and follow environmental health and cleaning guidelines according to health system policy and procedures.
Follow personal protective equipment (PPE) guidelines according to health system policy and procedures.
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 clinic until last patient is checked out and any follow-up visits are scheduled.
Additional responsibilities for front office support within an ambulatory clinic as needed, including during visit check-in, registration, documentation, and billing processes.
During Visit – 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 in the EMR.
Collect all point-of-service payments (copays, coinsurance, deductibles) per EMR-generated patient estimates.
Support patient through MyChart activation and online check-in as needed.
Post-Visit – Check-Out/Follow-Up Scheduling: schedule follow-up internal and external diagnostic and therapeutic orders to create a patient itinerary based on provider orders.
Ensure proper front desk coverage until last patient is dismissed and that the patient is supported through the check-out process.
Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department.
Other duties may be assigned as required.
Required Education and Experience
High School Graduate
1 or more years of direct customer service in a health care or contact center environment
Ability to read, write, speak, and understand English
High level of customer service skills with a focus on problem resolution
Basic computer skills including Microsoft Excel, Word, Outlook and Teams
Ability to maintain patient confidentiality
Preferred Education and Experience
College coursework 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 health care setting
If bilingual, documented proof of language proficiency via assessments
Time Type: Part time
Job Requisition ID: R-46189
We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
Need help finding the right job? We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests.
#J-18808-Ljbffr