Outpatient Access Rep II- TAR/Per Diem (Day Hours)

001 University of Rochester; Fort Dix (NJ); On-site; USD 26,000 - 34,000; Full time

Job summary

University of Rochester is seeking a patient-focused receptionist to support the SMH Neurology Sleep Center. You will greet patients, collect demographics, schedule appointments, process registrations, manage phone calls, and support billing and eRecord tasks to ensure smooth visits.

Strong data-entry, word-processing skills, and familiarity with HIPAA and PHI are preferred. A high school diploma and 1 year of related experience are required, with opportunities to train and advance within a

Qualifications

• 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
• Medical terminology experience preferred
• Demonstrated ability to word process documents and enter data into a database preferred

Responsibilities

• Reception: greets patients, verifies identity, directs to next destination and ensures PHI protection.
• Registration: collects demographics and financial information for billing; enters data into EMR and revenue cycle systems.
• Appointment Scheduling: pre-registers patients, coordinates referrals and interpreters, prints summaries where applicable.
• Telephone Management: handles clinic calls, routes to providers, and manages messages.
• eRecord and Performance Analysis: corrects registration errors and assists in charge reconciliation.
• Customer interaction: assesses urgency and resolves issues; acts as a frontline problem solver.
• Other clinic service tasks as assigned.

Skills

Medical terminology

Word processing

Data entry

Customer service

Education

High School diploma

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address): 601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening: Worker Subtype: Regular Time Type: Time as Reported / Per Diem Scheduled Weekly Hours: As Scheduled Department: 400099 SMH Neurology Sleep Center Work Shift: UR - Day (United States of America) Range: UR URCA 204 H

Compensation Range: $19.15 - $25.85 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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. Assures 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 be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.

ESSENTIAL FUNCTIONS

Reception

Greets patients to initiate positive ambulatory experience, requests patient identification, assures 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 (e.g., for insurance forms), identifies and assesses patients’ special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Provides interaction of warm hand-off to registration & 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. Assures cleanliness and order in the waiting room/lobby.

Registration

Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Assures 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.

Appointment Scheduling

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 (e.g., transportation), assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. May assist with Provider template changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.

Telephone Management

Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.

eRecord and Performance Analysis

Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work. Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.

Customer interaction

Assess the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.

Other clinic service tasks as assigned

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.

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

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.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries - always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals. At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better - Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.