Outpatient Access Rep II - 3x12 Shift

University of Rochester Medicine; City of Rochester (NY); On-site; USD 25,485 - 34,412; Full time

Job summary

The University of Rochester Medicine is seeking a dedicated individual for a full-time role focused on patient information processing and customer service. Responsibilities include managing patient registration, appointment scheduling, and maintaining accurate electronic records within an ambulatory care setting.

The ideal candidate will have a High School diploma, at least one year of relevant experience, and a commitment to patient satisfaction and accuracy in all processes. This role is essential for ensuring a positive patient experience.

Qualifications

• 1 year related experience in an administrative office or customer service field required.
• Equivalent combination of education and experience may be considered.

Responsibilities

• Perform functions associated with patient information processing for ambulatory care visits.
• Ensure patient satisfaction with information processing and reception service.
• Collect patient demographic and financial information efficiently.
• Schedule new and return visits using electronic medical records.
• Manage incoming clinic calls and coordinate outgoing calls.
• Assess urgency and determine appropriate routing for patients.

Skills

Medical terminology experience

Word processing documents

Customer satisfaction

Ability to act as a resource

Education

High School diploma

Completion of Vision Care 1, 2, 3 courses

Job description

Job Location

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Job Details

Worker Subtype: Regular

Time Type: Full time

Scheduled Weekly Hours: 36

Department: 910322 UR Medicine Urgent Care

Work Shift: UR - Rotating (United States of America)

Range: UR URCA 204 H

Compensation Range: $18.50 - $24.98

Responsibilities

Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Ensures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer friendly manner. May act as a resource to new staff.

Essential Functions

• Greets patients to initiate positive ambulatory experience, requests patient identification, ensures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination, obtains signatures as needed, identifies and assesses patients’ special needs, and monitors reception area to ensure patient needs are met. Provides interaction of warm hand-off to registration and insurance management (RIM). Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Ensures cleanliness and order in the waiting room/lobby.
• Collects patient demographic and financial information in an efficient, customer-oriented manner. Asks specific questions of patient to verify information accuracy to establish a billable account. Enters information into electronic medical record (EMR) and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Ensures completion of all appropriate forms by patients, such as Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc.
• Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient’s needs, and ensures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses two patient identifiers to ensure provision of the summary to the correct patient. May assist with provider template changes. Collects patient co-pays, prepares end of day deposits and reconciles any discrepancies.
• Answers phone in a timely and courteous manner. Manages incoming clinic calls and sorts calls to various providers. Opens telephone encounter in EMR when speaking with patients. Ensures routing of encounter in EMR to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Ensures accuracy of patient schedules. Identifies ways to reduce follow-up, repetitive, or corrective work. Manages multiple processes in EMR, including messaging in In Basket and referral work queue processing, which is part of the patient legal medical record, therefore, ensures accurate and concise information is entered.
• Assess the urgency of a situation and determines appropriate routing for the patient, serves as a resource for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.
• May escort patient into the treatment corridor, collects height and weight information, records list of current medication, records basic visit documentation, obtains vital signs, etc. Competencies must be verified by clinical staff before performance of any of these duties.
• Other duties as assigned.

Minimum Education & Experience

• High School diploma and 1 year related experience in an administrative office or customer service field required or
• Completion of Vision Care 1, 2, 3 courses required
• Or equivalent combination of education and experience

Knowledge, Skills and Abilities

• Medical terminology experience preferred
• Demonstrated ability to word process documents and enter data into a database preferred
• Demonstrates the ICARE values to patient, families and staff preferred
• Demonstrated skills related to achievement of customer satisfaction preferred
• Ability to act as a resource to less experienced staff preferred

Equal Employment Opportunity

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.