Outpatient Access Rep II

University of Rochester • Town of Brighton, NY

2d • $19 - $26 • Onsite

About The Position

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.

Performs functions associated with patient information processing for acute ambulatory care visits. Completes the tasks of reception, registration, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Performs occasional secretarial duties including faxing, coping, mailing letters, and putting away supplies. Assures patient satisfaction with information processing and reception service. 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.

Requirements

• High School diploma and 1 year related experience in an administrative office or customer service field required or
• Completion of Vision Care 1,2,3 courses required
• Or equivalent combination of education and experience

Nice To Haves

• Medical terminology and experience working with individuals within the mental health field preferred
• Medical terminology experience preferred
• Demonstrated ability to word process documents and enter data into a database preferred
• Demonstrates the ICARE values to patient, families and staff preferred
• Demonstrated skills related to achievement of customer satisfaction preferred
• Ability to act as a resource to less experienced staff preferred
• Bi-lingual in English and Spanish strongly preferred

Responsibilities

• Greets patients to initiate positive experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, 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. Provides interaction of warm hand-off when transferring calls. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.
• Schedules return visits to Partial Hospitalization Program using the electronic medical record, monitors schedules and reports problems to Supervisor, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. May assist with single day Provider template changes if OAS is a Master Scheduler.
• Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.
• 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.
• May escort patient into the treatment corridor, collects height and weight information, records list of current medication, records basic visit documentation, obtains vital signs, etc. Competencies must be verified by clinical staff before performance of any of these duties.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED