The University of Kansas Health System - Shawnee, KS
posted about 2 months ago
The Patient Service Representative Lead plays a crucial role in supporting the supervisor and ensuring the smooth operation of front desk activities within an ambulatory clinic. This position requires a comprehensive understanding of all job functions and serves as a resource for training other employees in collaboration with clinic leadership. Patient Service Representatives (PSRs) are integral members of the physician's care team, responsible for creating a pleasant and seamless patient experience. They handle front desk operations, which include greeting and checking in patients, answering phone calls, collecting copays, and managing appointment requests through MyChart and Electronic Medical Records (EMR). Additionally, they assist in processing external medical records and preparing the physician care team for daily patient appointments. The role may also involve checking patients out and scheduling follow-up activities as necessary. In this leadership position, the Patient Service Rep Lead is expected to model the health system's values in daily interactions and inspire others to do the same. They will assist in onboarding new staff, execute the department's onboarding process, and be accountable for achieving organizational targets related to patient experience. The lead will engage with work unit employees to solicit feedback, communicate effectively, and serve as a role model for correct workflow execution. They will also participate in clinic-level projects aimed at enhancing patient and clinician experiences, while ensuring adherence to safety regulations and promoting a positive work environment. The role encompasses various responsibilities, including pre-visit scheduling, standard check-in procedures, and post-visit follow-up scheduling. The lead will be responsible for high-volume patient check-in/out, securing patient signatures for consent and financial forms, and collecting point-of-service payments. They will also assist patients with MyChart activation and support, ensuring proper front desk coverage until the last patient is dismissed from the clinic. The Patient Service Rep Lead will maintain productive working relationships with providers and the clinical care team, effectively communicate health system policies, and support patient experience initiatives. This position requires a commitment to maintaining a clean and safe workspace, following personal protective equipment guidelines, and completing necessary training and quality assessments.