ED Access Representative II

University of Rochester•Rochester, NY

2d•$19 - $26•Onsite

About The Position

Coordinates functions associated with visits to the Emergency Department, ensuring that work is completed accurately, efficiently, and in a patient/customer-friendly manner while supporting clinical staff and departmental workflow. The role involves greeting patients, collecting and verifying demographic and financial information, initiating ED medical and financial records, assembling charts, and completing registrations and related documentation. It also includes correcting registration and billing errors, using eRecord programs and the patient tracking system, collecting co-pays, and following up on billing holds. The representative provides training and serves as an information resource for other ED access staff. Additional duties include triaging patient calls, responding to complaints, routing phone calls, coordinating transportation, monitoring supplies, and assisting patients and clinical staff with other department needs. The position is part-time, scheduled for 22.5 hours per week, with a UR evening shift.

Requirements

High school diploma and one year of related work experience in an administrative office or customer service field, or an equivalent combination of education and experience.

Nice To Haves

Demonstrated ability to word-process documents and enter data into a database.
Demonstrated skills related to achieving customer satisfaction.
Medical terminology experience.

Responsibilities

Greet patients and request identification; collect and verify patient demographic and financial information.
Initiate ED medical and financial records and identify forms needed for specific ED visits.
Assemble ED charts for admissions and discharges and ensure paperwork is completed and distributed appropriately.
Maintain proficiency in customer service, data accuracy, and efficient work practices.
Coordinate efforts to edit and correct registration and billing errors during the full registration process and identify ways to reduce follow-up and corrective work.
Use eRecord programs to facilitate workflow and manage the patient tracking system to ensure patients’ locations within the ED are correct.
Train other ED Access Services staff as a designated preceptor, including on department and hospital orientation, registration, and customer service.
Serve as an information resource for departmental staff on registration and workflow activities; attend departmental education programs and teach other staff as directed.
Complete full patient registration before discharge, including insurance verification for new and self-pay patients.
Follow up on the hold bill report to facilitate reimbursement for ED services and collect co-pays.
Triage patient calls, assess urgency, determine appropriate action, and serve as a point person for complaints.
Answer incoming communications-center phone calls and route them appropriately.
Coordinate transportation for discharged or transferred patients as needed.
Support departmental activities, including inventory monitoring and supply ordering.
Perform other patient-focused tasks, including escorting patients, offering comfort items, witnessing consent signatures, faxing charts, pulling charts for audits or follow-up, managing forms and supplies, and handling requests from clinical staff.
Perform other duties as assigned.