The University of Kansas Hospital
Patient Scheduling Representative
The University of Kansas Hospital, Kansas City, Kansas, United States, 66115
Overview
Location: Kansas City, Kansas
Job ID:
R-46676
Job Type:
Full time
Position Summary / Career Interest:
Monday - Friday 8-hour Dayshift. The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. This is a more experienced scheduler that can function across multiple departments and may be floated to cover areas based on staffing needs. This position may mentor lower level staff in need of additional training. The Patient Scheduling Representative may work out of a call center or one of the health system's outpatient clinics. This position may schedule appointments for imaging, laboratory, clinic, infusion, treatment and procedures while demonstrating teamwork and effective communication throughout the process. Procedures may include surgery, ambulatory surgery center appointments and the GI departments. Monitors and responds to appointment requests within the electronic medical record (EMR) workqueues, while also working as a part of the clinical team to answer incoming calls and messages from both clinicians and patients. Responsible for scheduling all referral appointments to external offices and sending necessary referral and medical records to the referred office/physician. This position may also be required to leverage additional scheduling systems to coordinate schedules for patient care.
Responsibilities and Essential Job Functions
Responds to a high volume of incoming telephone calls. Responsible for accurate scheduling/rescheduling/cancellations of patient visits, including clinic appointments (in person and telehealth), treatments such as chemotherapy, radiation therapy, surgeries, procedures and/or ancillary services using extensive knowledge of appointment types, locations, providers and specialties.
Register patients prior to visit and/or upon arrival; including entering/updating demographics, insurance verification, document scanning, and processing of referrals. Educates patients on providing medical records and other medical documentation needed for appointments. Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician offices using specialty software modules such as Beacon. Communicates clinic-specific processes and medical terminology accurately.
Completes daily reminder calls to patients prior to the day of service. Assists with daily charge audits as directed. Assists with maintaining and organizing various logs, records, and miscellaneous data as directed.
Prepares patient charts prior to the day of service and maintains calendar within the scheduling system. Coordinates with manufacturer representatives to notify them of scheduled procedures when applicable. Prepares and distributes schedules in a timely manner.
Schedules multiple/cyclical events (e.g., laboratory tests, radiologic imaging, procedures) at correct intervals to clinic and treatment appointments. Verifies scheduling with referring physician orders for accuracy. Uses automated scheduling programs and stays current with changes and updates.
Manages scheduling workload from the Appointment Request Workqueue, prioritizes per specialty standards, and communicates with providers and the clinical team on patient issues to ensure continuity of care.
Schedules procedures to maximize utilization of available time and communicates schedule changes to appropriate parties to minimize errors.
Builds knowledge of scheduling guidelines, patient registration, pre-certification requirements and basic health insurance/billing procedures. Maintains knowledge of order entry and scanning capabilities as needed.
Identifies urgent customer needs or operational issues and escalates appropriately. Documents and routes calls to the proper department.
Communicates with Financial Advisor for questions about financial responsibility; directs patients to insurance providers for copay or benefits information or transfers callers to Financial Advisor for specific payment inquiries, including self-pay plans.
Checks out patients from clinic visits and assists with after-visit summaries and EMR portal sign up (EPIC MyChart).
May be assigned to work Appointment Request Work Queue or manage department Scheduling Inbasket and voicemails. Engages with patients courteously and provides complete and accurate information regarding prep and other exam-related notes. Responds to scheduling requests via electronic patient communication, including MyChart messages and Artera test messaging platform.
May assist with orienting new employees to the scheduling process and train new employees on department, POD, and clinic-specific protocols and workflows.
Builds and maintains trusting relationships with providers and clinical teams to deliver holistic, patient-centered scheduling services and coordinates care across multiple campuses. Maintains a customer-friendly relationship with office personnel and adjusts the schedule to provide a workable daily plan.
Employees in this position may float across multiple scheduling teams/specialties based on daily staffing needs.
Attends and actively participates in staff training or educational activities related to the job role. Follows all regulatory and compliance standards, protocols, and guidelines.
Must meet the competencies for this role before advancement to next-level scheduling. Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department.
These statements describe essential functions and are not an exhaustive list of all responsibilities. Duties may vary by department or unit; other duties may be assigned as required.
Required Education and Experience
High School Graduate or GED.
2 or more years of progressively responsible and directly related work experience in a healthcare setting OR
1 or more years of direct customer service in a healthcare or contact center AND
1 or more years of UKHS patient service scheduling experience
Proven knowledge of EPIC EMR scheduling or other scheduling systems
Preferred Education and Experience
College coursework towards an Associate’s or Bachelor’s Degree
3 or more years of records keeping (preferably in medical field)
3 - 5 years in a healthcare facility
Previous healthcare experience
Preferred Language Skills
If bilingual, documented proof of competencies via language proficiency assessments
Knowledge Requirements
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
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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Job ID:
R-46676
Job Type:
Full time
Position Summary / Career Interest:
Monday - Friday 8-hour Dayshift. The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. This is a more experienced scheduler that can function across multiple departments and may be floated to cover areas based on staffing needs. This position may mentor lower level staff in need of additional training. The Patient Scheduling Representative may work out of a call center or one of the health system's outpatient clinics. This position may schedule appointments for imaging, laboratory, clinic, infusion, treatment and procedures while demonstrating teamwork and effective communication throughout the process. Procedures may include surgery, ambulatory surgery center appointments and the GI departments. Monitors and responds to appointment requests within the electronic medical record (EMR) workqueues, while also working as a part of the clinical team to answer incoming calls and messages from both clinicians and patients. Responsible for scheduling all referral appointments to external offices and sending necessary referral and medical records to the referred office/physician. This position may also be required to leverage additional scheduling systems to coordinate schedules for patient care.
Responsibilities and Essential Job Functions
Responds to a high volume of incoming telephone calls. Responsible for accurate scheduling/rescheduling/cancellations of patient visits, including clinic appointments (in person and telehealth), treatments such as chemotherapy, radiation therapy, surgeries, procedures and/or ancillary services using extensive knowledge of appointment types, locations, providers and specialties.
Register patients prior to visit and/or upon arrival; including entering/updating demographics, insurance verification, document scanning, and processing of referrals. Educates patients on providing medical records and other medical documentation needed for appointments. Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician offices using specialty software modules such as Beacon. Communicates clinic-specific processes and medical terminology accurately.
Completes daily reminder calls to patients prior to the day of service. Assists with daily charge audits as directed. Assists with maintaining and organizing various logs, records, and miscellaneous data as directed.
Prepares patient charts prior to the day of service and maintains calendar within the scheduling system. Coordinates with manufacturer representatives to notify them of scheduled procedures when applicable. Prepares and distributes schedules in a timely manner.
Schedules multiple/cyclical events (e.g., laboratory tests, radiologic imaging, procedures) at correct intervals to clinic and treatment appointments. Verifies scheduling with referring physician orders for accuracy. Uses automated scheduling programs and stays current with changes and updates.
Manages scheduling workload from the Appointment Request Workqueue, prioritizes per specialty standards, and communicates with providers and the clinical team on patient issues to ensure continuity of care.
Schedules procedures to maximize utilization of available time and communicates schedule changes to appropriate parties to minimize errors.
Builds knowledge of scheduling guidelines, patient registration, pre-certification requirements and basic health insurance/billing procedures. Maintains knowledge of order entry and scanning capabilities as needed.
Identifies urgent customer needs or operational issues and escalates appropriately. Documents and routes calls to the proper department.
Communicates with Financial Advisor for questions about financial responsibility; directs patients to insurance providers for copay or benefits information or transfers callers to Financial Advisor for specific payment inquiries, including self-pay plans.
Checks out patients from clinic visits and assists with after-visit summaries and EMR portal sign up (EPIC MyChart).
May be assigned to work Appointment Request Work Queue or manage department Scheduling Inbasket and voicemails. Engages with patients courteously and provides complete and accurate information regarding prep and other exam-related notes. Responds to scheduling requests via electronic patient communication, including MyChart messages and Artera test messaging platform.
May assist with orienting new employees to the scheduling process and train new employees on department, POD, and clinic-specific protocols and workflows.
Builds and maintains trusting relationships with providers and clinical teams to deliver holistic, patient-centered scheduling services and coordinates care across multiple campuses. Maintains a customer-friendly relationship with office personnel and adjusts the schedule to provide a workable daily plan.
Employees in this position may float across multiple scheduling teams/specialties based on daily staffing needs.
Attends and actively participates in staff training or educational activities related to the job role. Follows all regulatory and compliance standards, protocols, and guidelines.
Must meet the competencies for this role before advancement to next-level scheduling. Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department.
These statements describe essential functions and are not an exhaustive list of all responsibilities. Duties may vary by department or unit; other duties may be assigned as required.
Required Education and Experience
High School Graduate or GED.
2 or more years of progressively responsible and directly related work experience in a healthcare setting OR
1 or more years of direct customer service in a healthcare or contact center AND
1 or more years of UKHS patient service scheduling experience
Proven knowledge of EPIC EMR scheduling or other scheduling systems
Preferred Education and Experience
College coursework towards an Associate’s or Bachelor’s Degree
3 or more years of records keeping (preferably in medical field)
3 - 5 years in a healthcare facility
Previous healthcare experience
Preferred Language Skills
If bilingual, documented proof of competencies via language proficiency assessments
Knowledge Requirements
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
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.
#J-18808-Ljbffr