Patient Scheduling Associate - Primary Care

Patient Scheduling Associate - Primary Care

The Patient Scheduling Associate provides the highest level of customer service as they assist patients with routine scheduling of new and follow-up appointments requested by patients and providers and may also contact patients who have received a specialty referral. The Patient Scheduling Associate also assists patients with insurance registration with The University of Kansas Health System's outpatient clinics. This work may be done away from the front desk of a clinical area and could include work in a call center setting taking large volumes of patient phone calls. (Employees in the call center setting may have the opportunity to work remotely from home after demonstrating consistent competency with job duties.) In the clinical location, this role is responsible for front desk operations including greeting and checking in customers and visitors, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for daily patient appointments.

Responsibilities and Essential Job Functions

• Position responds to a high-volume of incoming telephone calls. Answers phone calls in a timely manner; provides complete and accurate exam related information to the patient regarding prep and other exam related notes; keeps work area organized and scheduling information readily available; maintains productivity within benchmark levels. Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments.
• Educates patients on providing medical records and other medical documentation needed for TUKHS appointments. Verifies patient demographics and insurance information and verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning document preparation, updating documentation and processing of referrals/order/appointment requests. Scheduler maintains discretion and protects patient confidentiality and privacy. Secures patient signatures for consent and financial forms. Familiarity with insurance coverage types (HMO, PPO, VA, Medicare). Identifies insurance plans and specific procedures which need to be pre-approved. Pre-certifies required tests and procedures. Preauthorization of clinic specific visits and procedures as needed.
• Pre-Visit Scheduling Schedule internal and external incoming department referrals. Complete order entry using hospital information system or manual order forms (test requisitions) including cancellation or modification of orders as required. Review all clinic orders for date, time, signature, and pagers. Verifies referring physician orders against scheduled appointments for accuracy.
• Supports both front desk and scheduling (telephone and MyChart) workflows. May assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment. Responsible for supporting patient through self-check-in utilizing MyChart and the EMR. Ensure proper front desk coverage until last patient is dismissed from the clinic and any follow-up visits are scheduled. Responsible for outpatient clinic direct rooming
• Schedules/reschedules/cancels in person appointments, telehealth visits, surgeries, procedures and/or ancillary services and all incoming department referrals using Epic Cadence decision trees in a courteous, professional and timely manner; accommodates all scheduling requests; prioritizes exams based on clinical indications and contraindications; confirms patient appointments.
• Responsible for collecting all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles. Follows and completes all standard registration documentation and scanning process in the Health System EMR. Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location.
• Effectively communicates Health System Policies to patients and patient advocates. Uses reference documents and online knowledge base tools to clearly articulate accurate information regarding SHC services.
• 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. Employees are expected to follow all health system policies and procedures: personal protective equipment (PPE) guidelines, attire, etc.
• Follows all regulatory and compliance standards, documented protocols and guidelines, daily maintenance of workspace and following environmental health cleaning guidelines.
• Maintains knowledge and understanding of scheduling protocols and guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures. Maintains knowledge of order entry and scanning capabilities as job requires. Position may manage departments Scheduling Inbasket and voicemails.
• Patient specific labels; apply patient labels to progress notes, order forms, and other patient specific forms as needed.
• Establishes and maintains productive working relationships with providers and the clinical care team. Communicates with the care team and supports staff on various patient issues.
• 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 and participates in patient experience initiatives including marking campaigns and event registration.
• Attends and participates in department clinic daily huddles and process improvement initiatives and any staff training or education activities relating to job position.
• Enters referrals and pre-certifications in hospital information system, makes copies and forwards to appropriate parties. Responds to outgoing telephone calls and faxed referrals.
• Employees in some departments may be asked to provide coverage at alternate locations to meet critical staffing level needs, as delegated by management.
• Demonstrates the initiative to assist others and other shifts as needed. Assists Team members as assigned/needed. Lower level positions in this family may shadow higher level positions.
• 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.
• Assigned to work Appointment Request WQ including proper filtering and prioritization in accordance with specialty standards.
• Call support and ancillary departments as needed (EVS, transport, lab, pharmacy, radiology, volunteer, etc). Transport items to ancillary departments as needed (blood to laboratory, retrieve/deliver patient belongings, charts to medical records, etc) and pick up any items if required.
• Supplies: Ensure that supplies are stocked, including copy, printer, and fax machines with paper and all forms.
• Call for consults using appropriate consult forms as a guide.
• Must Meet the competencies for this role before being eligible for advancement to next level scheduling role.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• Six months direct customer service in a health care field

Preferred Education and Experience

• College coursework completed towards an Associate's or Bachelor's Degree
• 1 or more years direct customer service in a health care, hospital or contact center environment

Required Language Skills

• Fluent English - Ability to read, write, speak, and understand.

Knowledge Requirements

• Basic computer skills including Microsoft Excel, Word, Outlook and Teams.
• Ability to maintain patient confidentiality
• High level of customer services skills focusing on problem resolution