Patient Access Representative III, Med Center I, 8:00a-4:30p

UofL Health; Louisville (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

UofL Health is seeking a Patient Access Representative III to serve as the first point of contact for VIP patients and providers in Louisville, scheduling appointments and handling urgent referrals with a concierge approach.

You will use Allscripts, Centricity, and paging systems to coordinate visits, ensure HIPAA compliance, and maintain patient trust while delivering exceptional service and accurate information.

Qualifications

• Excellent customer service and patient-centric communication.
• Strong scheduling and appointment coordination across multiple groups.
• Knowledge of HIPAA privacy and security requirements.

Responsibilities

• Answer incoming calls with exceptional customer service.
• Schedule VIP appointments across multiple groups.
• Process website appointment requests with concierge approach.
• Schedule patient appointments using physicians' templates and guidelines.
• Monitor scheduling documents for compliance.
• Determine physicians for non-directed referrals.
• Reschedule patients as needed.
• Answer non-clinical questions or escalate as required.
• Set patient expectations for a positive visit.
• Call patients to reschedule when clinics are canceled.
• Use Allscripts, Centricity and online paging systems; retrieve data from hospital systems.
• Maintain HIPAA confidentiality.
• Meet productivity and quality targets.
• Follow company policies and standards of conduct.
• Perform other duties as assigned.

Skills

Customer service

Communication

Scheduling

HIPAA compliance

Tools

Allscripts

Centricity

Online paging systems

Job description

Address 515 W Market Street Louisville, KY 40202

Address 515 W Market Street Louisville, KY 40202

Shift First Shift (United States of America)

Job Description Summary

The Patient Access Representative III is responsible for communicating with patients and physicians in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, handling urgent referrals, as well as all web appointment requests, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.

Job Description

• Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
• Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
• Review incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner
• Accurately schedule patient appointments in accordance with physicians’ template and guidelines using access center technologies
• Regularly monitor guided schedule documents to ensure up to date scheduling compliance
• Determine appropriate physicians for all non-directed referrals
• Reschedule patients using proper functions
• Field non-clinical patient questions or transfer to appropriate clinical parties
• Set patient’s expectations for their visit ensuring an excellent patient experience
• Call patients to reschedule appointment when clinic is cancelled
• Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems
• Treat all matters confidentially concerning patient information according to HIPAA guidelines.
• Adhere to group productivity and quality metrics
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

A Note On Required Work Experience

For internal promotions, equivalent experience as a Patient Access Representative II in 2+ assigned specialty groups will substitute for the work requirement.