Customer Service Representative
Ritchie Bros., Kansas City, KS, United States
Patient Service Representative – Outpatient/Ambulatory Clinic Days – Full Time
Bell Hospital, Indian Creek Main
Position Summary 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. This work role is primarily responsible for scheduling patient appointments. It may be done away from the front desk of a clinical area and could include work in a call center setting taking large volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR appointment requests, process external medical records, assist front desk operations as needed, and help the physician care team prepare for their daily patient appointments. The role will also be trained to assist in front office functions of an ambulatory clinic to provide support as needed.
Responsibilities
Respond to a high-volume of incoming telephone calls.
Schedule internal and external incoming department referrals.
Schedule in-person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees.
Assist patients in registering and canceling appointments.
Accurately document and route calls to the proper departments.
Navigate medical records and ensure patient information is up-to-date and accurately entered.
Follow all regulatory and compliance standards and documented protocols.
Respond to outgoing telephone calls and faxed materials.
Communicate with the care team and support staff on patient issues.
Obtain and update insurance information.
Identify urgent customer needs or operational issues and elevate appropriately.
Maintain extensive knowledge of appointment types, locations, providers, and specialties.
Coordinate patient itineraries that may involve multiple appointments.
Register patients during the scheduling process, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning documents, and processing referrals/order/appointment requests.
Preauthorize clinic-specific visits and procedures as needed.
Assist patients with MyChart activation and support, including how to complete check-in online prior to the appointment.
Attend and participate in department clinic daily huddles and process improvement initiatives.
Understand patient experience performance expectations for ease of scheduling and communication.
Support both front desk and scheduling workflows.
Establish and maintain productive working relationships with providers and the clinical care team.
Apply knowledge of patient policies and procedures and of the University of Kansas Health System services.
Follow the Health System standard apparel and PPE guidelines.
Communicate Health System Policies to patients and patient advocates.
Remain in clinic until last patient is checked out and follow-up visits are scheduled.
Perform front office support tasks during clinic visit, including high-volume check‑in/out and phone reception.
Secure patient signatures for consent, financial forms, and complete all registration documentation.
Collect point-of-service payments due per EMR-generated estimate.
Support patients through self-check-in using MyChart and EMR.
Provide post-visit follow-up scheduling and coordinate diagnostic/therapeutic orders.
Qualifications
High school graduate or GED.
At least one year of direct customer service in a healthcare or contact center environment.
College coursework completed toward an Associate's or Bachelor's Degree preferred.
Experience in a call center work environment.
Working knowledge of medical terminology.
Working knowledge of EPIC or other patient/customer database.
Clerical, registration, and/or customer service experience within a healthcare setting.
Fluent English (read, write, speak, understand).
Bilingual proficiency documented by language assessment is preferred.
Basic computer skills (Microsoft Excel, Word, Outlook, Teams).
Ability to maintain patient confidentiality.
High level of customer service skills focusing on problem resolution.
Experience or ability in handling high-volume patient appointments.
Ability to follow Health System policies and procedures.
Job Type Full Time
EEO Statement We are an equal employment opportunity employer without regard to a person's race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
Application Information Job Requisition ID: R-10488
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Bell Hospital, Indian Creek Main
Position Summary 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. This work role is primarily responsible for scheduling patient appointments. It may be done away from the front desk of a clinical area and could include work in a call center setting taking large volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR appointment requests, process external medical records, assist front desk operations as needed, and help the physician care team prepare for their daily patient appointments. The role will also be trained to assist in front office functions of an ambulatory clinic to provide support as needed.
Responsibilities
Respond to a high-volume of incoming telephone calls.
Schedule internal and external incoming department referrals.
Schedule in-person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees.
Assist patients in registering and canceling appointments.
Accurately document and route calls to the proper departments.
Navigate medical records and ensure patient information is up-to-date and accurately entered.
Follow all regulatory and compliance standards and documented protocols.
Respond to outgoing telephone calls and faxed materials.
Communicate with the care team and support staff on patient issues.
Obtain and update insurance information.
Identify urgent customer needs or operational issues and elevate appropriately.
Maintain extensive knowledge of appointment types, locations, providers, and specialties.
Coordinate patient itineraries that may involve multiple appointments.
Register patients during the scheduling process, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning documents, and processing referrals/order/appointment requests.
Preauthorize clinic-specific visits and procedures as needed.
Assist patients with MyChart activation and support, including how to complete check-in online prior to the appointment.
Attend and participate in department clinic daily huddles and process improvement initiatives.
Understand patient experience performance expectations for ease of scheduling and communication.
Support both front desk and scheduling workflows.
Establish and maintain productive working relationships with providers and the clinical care team.
Apply knowledge of patient policies and procedures and of the University of Kansas Health System services.
Follow the Health System standard apparel and PPE guidelines.
Communicate Health System Policies to patients and patient advocates.
Remain in clinic until last patient is checked out and follow-up visits are scheduled.
Perform front office support tasks during clinic visit, including high-volume check‑in/out and phone reception.
Secure patient signatures for consent, financial forms, and complete all registration documentation.
Collect point-of-service payments due per EMR-generated estimate.
Support patients through self-check-in using MyChart and EMR.
Provide post-visit follow-up scheduling and coordinate diagnostic/therapeutic orders.
Qualifications
High school graduate or GED.
At least one year of direct customer service in a healthcare or contact center environment.
College coursework completed toward an Associate's or Bachelor's Degree preferred.
Experience in a call center work environment.
Working knowledge of medical terminology.
Working knowledge of EPIC or other patient/customer database.
Clerical, registration, and/or customer service experience within a healthcare setting.
Fluent English (read, write, speak, understand).
Bilingual proficiency documented by language assessment is preferred.
Basic computer skills (Microsoft Excel, Word, Outlook, Teams).
Ability to maintain patient confidentiality.
High level of customer service skills focusing on problem resolution.
Experience or ability in handling high-volume patient appointments.
Ability to follow Health System policies and procedures.
Job Type Full Time
EEO Statement We are an equal employment opportunity employer without regard to a person's race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
Application Information Job Requisition ID: R-10488
#J-18808-Ljbffr