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

UofL Health; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

UofL Health is seeking a Patient Access Representative III to serve as the first contact for VIP patients and providers. You will schedule appointments, coordinate referrals, and act as a concierge across the organization using multiple hospital systems.

Key duties include handling urgent referrals, requests from web appointments, and ensuring a professional patient experience in line with clinic standards. HIPAA privacy and confidentiality are essential in daily tasks.

Qualifications

• Excellent patient-focused communication and care.
• Ability to schedule VIP appointments accurately across groups.
• Familiarity with HIPAA privacy and security requirements.

Responsibilities

• Answer incoming calls with compassionate service.
• Schedule new, return, internal, and VIP appointments across groups.
• Review website requests and coordinate scheduling organization-wide.
• Schedule using physicians’ templates with access center tools.
• Monitor scheduling guidelines for updated compliance.
• Direct non-directed referrals to appropriate physicians.
• Reschedule patients using proper functions.
• Address non-clinical patient questions or escalate as needed.
• Set expectations to ensure a positive patient experience.
• Call patients to reschedule if clinics cancel.
• Use Allscripts, Centricity, and paging systems; fetch data from hospital systems.
• Maintain HIPAA confidentiality in all matters.
• Adhere to productivity and quality metrics.
• Comply with policies and standards of conduct.

Skills

Customer service

Scheduling appointments

HIPAA compliance

Phone etiquette

Electronic health records

Tools

Allscripts

Centricity Business

Online paging systems

Job description

Primary Location:

Med Center I - W Market - ULP - AMG

Address:

515 W Market StreetLouisville, 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.