Outpatient Access Representative - job 1 of 2

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):

738 Library Rd, Rochester, New York, United States of America, 14627

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

100120 University Health Service

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 203 H

Compensation Range:

$18.00 - $23.81

Responsibilities:

GENERAL PURPOSE
Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, appointment scheduling, task management, telephone call 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 students/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. 
• 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. 
• Requests patient e-mail address for confirmation purposes. 
• Assures completion of all appropriate forms by patients, as needed.

Appointment Scheduling: 

• Schedules new and return visits to ambulatory care using the electronic medical record; reports any problems to Supervisor.
• Collect co-pays as appropriate, prepare end of day reconciliation per departmental guidelines; reports any discrepancies to supervisor.

Telephone Management: 

• Answers phone in a timely and courteous manner. 
• Manages incoming calls as per department guidelines. 
• Provides appropriate information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, takes messages and/or sends tasks per department protocols.

Performance Analysis: 

• Edits and corrects registration errors and completes missing registration data.
• Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work. 

Customer interaction: 

• Assesses 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 duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• High School diploma   Required
• Medical terminology Preferred
• 2 years related work experience in an administrative office or customer service field Required
• Equivalent combination of education and experience accepted. 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.