ED Access Representative

University of Rochester•City of 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- and customer-friendly manner. Supports clinical staff and facilitates departmental workflow. The role includes patient registration and record preparation, error correction, patient tracking, staff training, insurance verification and payment collection, call triage, complaint handling, transportation coordination, and other patient-focused and departmental support tasks.

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, request identification, and collect and verify demographic and financial information.
Initiate Emergency Department medical and financial records; identify forms needed for each visit; and assemble admission and discharge charts, ensuring paperwork is complete and distributed appropriately.
Maintain proficiency in customer service, data accuracy, and work efficiency.
Coordinate efforts to edit and correct registration and billing errors, identify ways to reduce follow-up and corrective work, use eRecord programs to facilitate workflow, and manage the patient tracking system to maintain accurate patient locations.
Train other ED Access staff as a designated preceptor on department-specific work, department and hospital orientation, registration, and customer service; serve as a registration and workflow resource for departmental staff; and attend and provide education programs as directed.
Complete full patient registration before discharge, including insurance verification for new and self-pay patients; follow up on the hold bill report; and collect co-pays.
Triage patient calls, assess urgency, determine appropriate action, handle complaints, answer incoming calls in the communications center, and route calls appropriately.
Coordinate transportation for discharged or transferred patients as needed.
Support departmental activities, including monitoring and ordering supplies; escort patients; offer comfort items; witness consent signatures; fax charts; pull charts for quality-assurance audits or patient-care follow-up; manage and stock forms and supplies; and respond to clinical staff requests.
Perform other duties as assigned.