Outpatient Access Rep II

University of Rochester • City of Rochester, NY

1d • $19 - $25 • 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 Collaborative Care and Wellness program visits based at Strong Memorial Hospital. Completes the tasks of reception, registration, appointment scheduling, In Basket management and Telephone encounter management using the electronic medical record and EAP Case management software. 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.

Requirements

• High School diploma and 1 year related experience in an administrative office or customer service field required
• Or equivalent combination of education and experience
• Demonstrated ability to word process documents and enter data into a database.
• Demonstrated skills related to achievement of customer satisfaction.
• Demonstrates the ICARE values to patient, families and staff.
• Ability to act as a resource to less experienced staff.

Nice To Haves

• Medical terminology experience, preferred

Responsibilities

• Reception: Greets 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. Provides interaction of warm hand-off to registration & insurance management (RIM). Updates patients regarding waiting time for the provider every 15 minutes. 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 and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc.
• Appointment Scheduling: Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient’s needs (e.g., transportation), 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 Provider template changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.
• Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord or EAP Case Management Software when call involves patient information. Assures routing of encounter in eRecord or EAP Case Management Software to the appropriate staff/provider. Coordinates outgoing calls related to major functions above.
• eRecord, EAP Case Management Software and Performance Analysis: Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work. Manages multiple processes in case management software including messaging in EAP Case Management Software and 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.
• 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 clinic service tasks as assigned: May assist with office work as needed. Collecting and distributing mail, receiving and distributing incoming faxes. Manage shared conference room and flex office schedules. Etc

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees