Patient Service Representative - Cancer Center Float

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Patient Service Representative - Cancer Center Float
Westwood Medical Pavilion - West

The Patient Service Representative Scheduling (PSR Scheduler) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. The Float role generally rotates and fills in across many different clinics to meet staffing needs. The length of time assigned to each clinic may vary depending on each clinic's needs.

This work role is 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.

• Float Responsibilities - At leadership’s direction, you will be assigned to various clinics throughout the KC Metro and Health System Locations.
• Clinic assignment will vary and could change from day to day.
• Pre‑Visit Scheduling: schedule internal and external incoming department referrals.
• Schedules in‑person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• 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.
• During Visit Standard Check‑In:
  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.
• Assists patient with MyChart activation and support.
• Responsible for outpatient clinic direct rooming.
• Responsible for supporting patient through self‑check‑in utilizing MyChart and the EMR.
• 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.
• Assist patient with MyChart activation and support.
• Ensure proper front desk coverage until last patient is dismissed from the clinic.
• Standard Responsibilities:
  Attend and participate in department clinic daily huddles and process improvement initiatives.
• Understand 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.
• Support both front desk and scheduling (telephone and MyChart) workflows.
• Establish and maintain 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.
• Follow the Health System standard apparel policy.
• Effectively communicate 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…