Patient Service Rep Lead

The University of Kansas Health System - Shawnee, KS

Full-time

Shawnee, KS

Hospitals

About the position

The Patient Service Representative Lead at KU MedWest, Medical Pavilion, Prairie Village, plays a crucial role in supporting the supervisor and ensuring a seamless patient experience within an ambulatory clinic. This position requires a thorough understanding of all job functions and serves as a resource for training other employees in collaboration with the supervisor and manager. Patient Service Representatives (PSRs) are integral members of the physician's care team, responsible for front desk operations, which include greeting and checking in patients, answering calls, collecting copays, and managing appointment requests through MyChart and EMR (Electronic Medical Record). They also assist with checking patients out and scheduling follow-up activities as necessary. In this leadership role, the Patient Service Representative 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 employees to solicit feedback, serve as a role model for workflow execution, and participate in clinic-level projects aimed at enhancing patient and clinician experiences. Additionally, they will demonstrate knowledge of safety regulations and emergency response protocols, conduct accreditation tracer exercises, and maintain a positive work environment that encourages learning and knowledge sharing. The role also involves pre-visit scheduling, where the lead will manage internal and external referrals, schedule appointments, and ensure proper registration of patients. During patient visits, they will oversee high-volume check-in/out processes, secure necessary patient signatures, and assist with MyChart activation. Post-visit responsibilities include scheduling follow-up appointments and ensuring that the front desk is adequately covered until the last patient is checked out. The Patient Service Representative Lead must maintain productive relationships with providers and the clinical care team, effectively communicate health system policies, and support patient experience initiatives.

Responsibilities

• Lead and model the health system values in daily interactions.
• Assist in onboarding of staff as directed by clinic leadership.
• Achieve organizational targets related to patient experience.
• Engage and solicit feedback from work unit employees.
• 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.
• Demonstrate knowledge and educate others on safety regulations and emergency response protocols.
• Conduct accreditation tracer exercises and convey authenticity to gain trust.
• Schedule internal and external incoming department referrals and appointments using Epic Cadence.
• Maintain extensive knowledge of appointment types, locations, providers, and specialties.
• Responsible for high volume patient clinic check in/out and phone reception.
• Secure patient signatures for consent and financial forms during check-in.
• Assist patients with MyChart activation and support.
• Schedule follow-up internal and external diagnostic and therapeutic orders post-visit.
• Attend and participate in department clinic daily huddles and process improvement initiatives.
• Establish and maintain productive working relationships with providers and the clinical care team.

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.
• If bilingual, documented proof of competencies via language proficiency assessments.