Outpatient Access Rep III

University of Rochester • Brighton, NY

8d • $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.

This role coordinates activities of Outpatient Access employees, acting as a resource and ensuring functions are completed accurately, efficiently, and in a customer-friendly manner. The position involves coordinating staff training, assisting with operational support, and potentially serving as an eRecord superuser, workflow designer, and front office expert for referral coordination and prior authorizations. The role also supports main provider needs and assists staff with complex decision-making and technology adaptation. The Outpatient Access Rep III trains and coordinates the duties of less experienced support staff.

Essential functions include Reception duties (greeting patients, verifying identity, directing patients, obtaining signatures, assessing special needs, providing warm handoffs, protecting PHI, maintaining waiting room order), Registration (collecting demographic and financial information, verifying accuracy, entering into EMR, ensuring form completion, and potentially specializing in HR, Prior Authorizations, Referral Coordination, or Direct Provider Support), Scheduling (maintaining clinic schedules, instructing staff, reviewing reports, recommending changes, implementing operational improvements, updating policies, and incorporating new functions), Training (coordinating staff training, scheduling new hires, monitoring compliance, developing further education programs, and working on special projects), eRecord and Performance Analysis (reviewing compliance metrics, reconciling discrepancies, managing eRecord processes, and ensuring accurate data entry), and Customer and Staff Interaction (serving as a role model, handling complaints, initiating service recovery, troubleshooting, problem-solving, and partnering with management to improve office culture and employee engagement).

Requirements

• High School diploma required
• 2 years experience in an administrative capacity or customer service field required
• Medical terminology experience required

Nice To Haves

• Demonstrated customer relations skills preferred
• Equivalent combination of education and experience

Responsibilities

• Coordinates activities of Outpatient Access employees.
• Acts as a resource to staff performing those functions in a clinic setting.
• Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner.
• Coordinates all staff training activities.
• Assists clinic supervisor or manager through various aspects of operational support which may include assisting with lead duties such as personnel related matters, including performance evaluations, and developing plans for improvement in staff member's completion of assigned activities.
• Serves as the front office eRecord superuser.
• Assists with workflow design and implementation.
• Serves as the front office expert supporting referral coordination, prior authorizations.
• Assigned as main provider support.
• Assists staff in complex decision-making and adaptation to technology and systems used.
• Trains and coordinates the assignment and duties of Outpatient Access employees and those of less experienced support staff.
• Performs duties of Outpatient Access as required by departmental needs.
• Sets the standard for customer service, accuracy, and efficiency in the Outpatient Access work areas.
• 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 a warm handoff to registration & insurance management (RIM).
• Protects patients' Personal Health Information (PHI) as required by HIPAA regulations.
• Assures cleanliness and order in the waiting room/lobby.
• Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of the patient to verify information accuracy in order to establish a billable account.
• Enters information into the electronic medical record.
• Assures completion of all appropriate check-in forms.
• May take on one or more specialized functions, as assigned, including Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support.
• Works with leadership and clinic representatives to maintain clinic schedules, instructs appointment scheduling staff regarding schedule changes, and proactively reviews future schedules to identify problems.
• Reviews management reports and actual schedules, reports trends affecting the schedules, and recommends changes to improve patient flow.
• Identifies, implements, and monitors operational changes to improve clinic functioning, in conjunction with the supervisor and other clinic staff.
• Updates and creates new policies and procedures.
• Incorporates new functions into the role as needed/approved.
• Coordinates activities for staff training, internal and external to department.
• Schedules training through education services and eRecord for newly hired staff.
• Creates schedule for new staff to learn clinic functions.
• Monitors staff compliance with in-services/competency achievement.
• Develops programs for further education for staff.
• Works with supervisor to enhance education and interdisciplinary work on the unit.
• Works on special projects as assigned.
• Interfaces with leaders from the registration insurance management department, enterprise training, patient financial services office, and others as required by the role.
• Reviews dashboard for front-end staff compliance to enterprise metrics daily.
• Where appropriate, follow up with providers to reconcile discrepancies and provide recommendations to the supervisor for updates to workflows.
• Manages multiple processes in eRecord, including messaging in eRecord In Basket and referral work queue processing.
• Assures accurate and concise information is entered into the patient's legal medical record.
• Serves as a role model for excellent customer service to patients and their families, providers, and staff.
• Serves as a point person for handling complaints, initiates service recovery activities and acts as front-line troubleshooter and problem solver.
• Partners with the Clinic/Practice Manager to implement activities with staff to improve office culture and employee engagement.
• Other clinic service tasks as assigned.

Benefits

• 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.

What This Job Offers

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