Patient Service Representative Scheduling

Patient Service Representative Scheduling

Requirements

• High School Graduate
• 1 or more years direct customer service in a health care or contact center environment
• Ability to read, write, speak, and understand English.
• High level of customer services skills focusing on problem resolution
• Basic computer skills including Microsoft Excel, Word, Outlook and Teams
• Ability to maintain patient confidentiality

Responsibilities

• 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 ensure patient information is up-to-date and accurately entered in the correct location.
• Follows all regulatory and compliance standards.
• Follows 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 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.
• Assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment.
• 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)
• Expected to provide coverage at alternate locations to help meet critical staffing level needs, as delegated by management.
• Supports and participates 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 call center setting taking large volumes of phone calls from patients.
• Remains in clinic until last patient is checked out and any follow-up visits are scheduled.
• Responsible for high volume patient clinic check in/out and phone reception – following health system standards.
• Secures patient signatures for consent and financial forms.
• Follows and completes 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.
• Responsible for outpatient clinic direct rooming.
• Responsible for supporting patient through self-check-in utilizing MyChart and the EMR.
• Schedule follow up internal and external diagnostic and therapeutic orders creating a patient itinerary based on provider orders.
• Ensure proper front desk coverage until last patient is dismissed from the clinic.

Preferred Qualifications

• 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 health care setting
• If bilingual-documented proof of competencies via language proficiency assessments