Lead Patient Service Representative

Overview Position Summary / Career Interest : The Patient Service Representative Lead is responsible for supporting the supervisor. This role requires thorough knowledge of all job functions and serves as a resource to train other employees in collaboration with the supervisor/manager. Patient Service Representatives (PSR) are important members of the physician's care team and are critical for creating a pleasant and seamless patient experience within an ambulatory clinic. They are responsible for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for their daily patient appointments. They may assist with checking patients out and scheduling follow up activities as needed. Responsibilities And Essential Job Functions Lead responsibilities: role models the health system values in daily interactions and inspires others to follow those values. Maintain a positive presence in the practice. Assist in onboarding of staff as directed by clinic leadership. Execute the department onboarding process, escalating barriers to leadership. Be responsible and accountable for achieving organizational targets related to patient experience in appropriate domains. Routinely engage and solicit feedback from work unit employees. Demonstrate effective verbal and written communications. Serve as a role model for correct workflow execution. Complete standard work observations at the direction of clinic leadership. Escalate to leadership and/or informatics teams enhancements/challenges to standard work. Engage in clinic-level projects for the enhancement of patient/clinician experiences. Identify and use resources to develop and deliver communications. Contribute to a positive environment where learning and knowledge sharing occur regularly. Encourage employees to use organization risk reporting tools. Demonstrate knowledge and educate others on safety regulations, disaster plans, emergency response, infection control, fire safety, hazardous materials policies and procedures. Conduct accreditation tracer exercises. Convey authenticity, gain trust, and behave in alignment with ethical and professional standards. Display credibility through trustworthiness, reliability, dependability, integrity, and character. Pre-Visit Scheduling: schedule internal and external incoming department referrals. Schedule in-person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees. Maintain extensive knowledge of appointment types, locations, providers, and specialties. Work toward a coordinated patient itinerary that may include multiple appointments. Register patients during scheduling, including entering demographics, insurance verification, completing MSPQ, scanning and document preparation, updating documentation and processing 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. During Visit: standard check-in, check-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 process in the EMR. Responsible for collecting all point-of-service payments per the EMR-generated patient estimate (copay, coinsurance, deductibles). Assist patients with MyChart activation and support. Responsible for outpatient clinic direct rooming. Support patient through self-check-in using MyChart and the EMR. Post-Visit (Check-out/Follow Up Scheduling): schedule follow-up orders and create a patient itinerary based on provider orders. Ensure proper front desk coverage until last patient is dismissed from the clinic. Attend and participate in department clinic daily huddles and process improvement initiatives. Understand patient experience performance expectations for ease of scheduling, communication of delays, and overall satisfaction. Support front desk and scheduling workflows (telephone and MyChart). Establish and maintain productive working relationships with providers and the clinical care team. Maintain working knowledge of patient-related policies and University of Kansas Health System services and programs. Follow the Health System apparel policy and effectively communicate policies to patients and advocates. Be familiar with insurance coverage types (HMO, PPO, VA, Medicare). Provide coverage at alternate locations to meet staffing needs, as delegated by management. Support patient experience initiatives including marketing campaigns and event registration. Maintain daily workspace and follow environmental health cleaning guidelines per Health System policy. Follow personal protective equipment (PPE) guidelines per Health System policy and procedures. Complete necessary training and successfully pass 30-60-90-day quality assessments. Remain in clinic until last patient is checked out and follow-up visits are scheduled. Perform the professional, clinical, and/or technical competencies of the assigned unit or department as required. Required Education And Experience High School Graduate or GED. 2 or more years of experience in ambulatory/admitting/patient registration & pre-certification or 1 year experience combined with a completed Associates degree. Preferred Education And Experience Clerical, registration and/or customer service experience within a health care setting. Required Language Skills Fluent English - Ability to read, write, speak and understand English. Preferred Language Skills If bilingual — documented proof of competencies via language proficiency assessments. Knowledge Requirements Basic computer skills including Microsoft Excel, Word, Outlook, and Teams. High level of customer service skills focusing on problem resolution. Ability to maintain patient confidentiality. Time Type : Full time Job Requisition ID : R-51939 Important Information For You To Know As You Apply The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion. The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link View email address on click.appcast.io. Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP. 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