Patient Scheduling Associate

Position Summary

The Patient Scheduling Associate provides the highest level of customer service by assisting patients with routine scheduling of new and follow‑up appointments requested by patients and providers. The role may involve working in a call center setting or at a clinical front desk. Responsibilities include greeting and checking in visitors, copay collection, completing MyChart and EMR appointment requests, processing external medical records, and preparing the physician care team for daily patient appointments.

Employees may also have the opportunity to work remotely after demonstrating consistent competency.

• Respond to a high volume of incoming telephone calls and provide exam related information and preparation instructions.
• Educate patients on providing medical records and other documentation needed for appointments; verify demographics and insurance information; complete the Medicare Secondary Payer Questionnaire and process referrals.
• Use the hospital information system or manual order forms for order entry, cancellations, and modifications; verify physician orders against scheduled appointments.
• Support front desk and scheduling workflows, including MyChart activation and self‑check‑in.
• Schedule, reschedule, or cancel in‑person appointments, telehealth visits, surgeries, and ancillary services; prioritize exams based on clinical indications.
• Collect point‑of‑service payments per the EMR generated estimate, including copay, coinsurance, and deductibles.
• Effectively communicate Health System Policies to patients and use online knowledge base tools for accurate information delivery.
• Maintain knowledge of patient-related policies, procedures, and non‑clinical services offered by the University of Kansas Health System.
• Follow regulatory and compliance standards, document protocols, and maintain workspace and environmental health guidelines.
• Maintain understanding of scheduling protocols, patient registration, pre‑certification requirements, and basic health insurance and billing procedures.
• Manage departmental scheduling in baskets and voicemails as required.
• Apply patient labels to progress notes, order forms, and other patient‑specific forms.
• Establish productive working relationships with providers and the clinical care team; communicate patient issues.
• Participate in patient experience initiatives and department huddles; contribute to process improvement and training.
• Enter referrals and pre‑certifications in hospital information system; process outgoing telephone calls and faxed referrals.
• Provide coverage at alternate locations when required and assist teammates as needed.
• Perform post‑visit follow‑up scheduling and manage all related diagnostic and therapeutic orders.

• High School Graduate or GED.
• Six months of direct customer service experience in a health‑care field, customer service, or contact center environment.

• College coursework completed toward an Associate’s or Bachelor’s Degree.
• One or more years of direct customer service experience in a health‑care, hospital, or contact‑center environment.

• Fluent English – ability to read, write, speak, and understand.

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

Full time

R-48937

• 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 via the provided link.
• Employment with the health system is contingent upon, among other things, agreeing to the Health‑System Dispute‑Resolution‑Program and signing the agreement to the DRP.