Patient Service Representative

Position Summary 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. This role is responsible for front desk operations including greeting and checking in customers and visitors, answering calls, collecting copayments, completing MyChart and EMR appointment requests, processing external medical records, and helping the physician care team prepare for daily patient appointments. The PSR may also assist with checking patients out and scheduling follow‑up activities as needed. Responsibilities and Essential Job Functions Pre‑Visit Scheduling: Schedule internal and external department referrals, in‑person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees. Maintain knowledge of appointment types, locations, providers, and specialties, and work to achieve a coordinated patient itinerary that may include multiple appointments. Register patients during scheduling, entering demographics, verifying insurance, completing the Medicare Secondary Payer Questionnaire, scanning, and preparing documentation. Preauthorise clinic‑specific visits and procedures as needed. Assist patients with MyChart activation and support, including online check‑in prior to appointments. During Visit: Perform high‑volume patient clinic check‑in/out and phone reception following health system standards; secure patient signatures for consent and financial forms; complete standard registration and scanning procedures in the EMR. Collect point‑of‑service payments per EMR estimates, including copay, co‑insurance, and deductibles. Support outpatient clinic direct rooming and self‑check‑in utilizing MyChart and the EMR. Post‑Visit: Schedule follow‑up internal and external diagnostic and therapeutic orders, creating a patient itinerary based on provider orders. Ensure proper front desk coverage until the last patient is dismissed from the clinic. Participate in department clinic daily huddles, process improvement initiatives, and patient experience performance expectations. Support front desk and scheduling workflows (telephone and MyChart), establish productive relationships with providers and clinical staff, and communicate health system policies to patients. Maintain knowledge of insurance coverage types (HMO, PPO, VA, Medicare) and health system services. Adhere to health system standard apparel, personal protective equipment guidelines, and environmental cleaning policy. Complete necessary training and successful 30‑60‑90‑day quality assessments. Remain in clinic until the last patient is checked out and any follow‑up visits are scheduled. 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 or GED. One or more years of customer service or health care experience. Ability to maintain patient confidentiality. Preferred Education and Experience College coursework completed toward an Associate’s or Bachelor’s Degree. Clerical, registration, and/or customer service experience within a health care setting. Preferred Language Skills Documented proof of bilingual 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 The University of Kansas Hospital