Patient Service Rep Lead

The University of Kansas Health System - Shawnee, KS

Full-time - Entry Level

Shawnee, KS

Hospitals

About the position

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.

Responsibilities

• Model the health system values in daily interactions and inspire others.
• Assist in onboarding of staff as directed by clinic leadership.
• Execute developed department onboarding process, escalating barriers to leadership.
• Achieve organizational targets related to patient experience.
• Engage and solicit feedback from work unit employees.
• Communicate effectively in verbal and written forms.
• Serve as a role model for correct workflow execution.
• Complete standard work observations at the direction of clinic leadership.
• Engage in clinic level projects for enhancing patient/clinician experiences.
• Identify and use resources to develop and deliver communications.
• Create and contribute to a positive environment for learning and knowledge sharing.
• Encourage employees to use organization risk reporting tools.
• Educate others on safety regulations, disaster plans, and infection control policies.
• Conduct accreditation tracer exercises.
• Convey authenticity and gain the trust of others.
• Demonstrate unwavering credibility through trustworthiness and integrity.
• Schedule internal and external incoming department referrals.
• Maintain extensive knowledge of appointment types, locations, providers, and specialties.
• Register patients during the scheduling process, including demographics and insurance verification.
• Assist patients with MyChart activation and support.
• Responsible for high volume patient clinic check in/out and phone reception.
• Secure patient signatures for consent and financial forms.
• Collect all point of service collections due per the EMR generated patient estimate.
• Assist patients with MyChart activation and support during check-in.
• Schedule follow-up internal and external diagnostic and therapeutic orders.
• Ensure proper front desk coverage until the last patient is dismissed from the clinic.
• Participate in department clinic daily huddles and process improvement initiatives.
• Establish and maintain productive working relationships with providers and the clinical care team.
• Support and participate in patient experience initiatives.

Requirements

• High School Graduate
• A minimum of two years' experience in ambulatory/admitting/patient registration & pre-certification or 1 year experience combined with a completed Associates degree
• High level of customer service skills focusing on problem resolution
• Ability to maintain patient confidentiality
• Fluent in English - Read, write, speak, and understand English
• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams

Nice-to-haves

• Clerical, registration and/or customer service experience within a health care setting
• Bilingual - Documented proof of competencies via language proficiency assessments

Benefits

• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Flexible scheduling options
• Professional development opportunities