Outpatient Access Rep III

University of Rochester•City of Rochester, NY

5d•$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 clinic leadership with operational support including personnel matters and performance evaluations, and developing improvement plans. Responsibilities may also include serving as an eRecord superuser, assisting with workflow design and implementation, supporting referral coordination and prior authorizations, and providing direct provider support. The role requires assisting staff with complex decision-making and technology adaptation, as well as training and coordinating the duties of Outpatient Access employees and less experienced support staff.

Requirements

High School diploma and 2 years experience in an administrative capacity or customer service field required
Or equivalent combination of education and experience
Medical terminology experience required

Nice To Haves

Demonstrated customer relations skills preferred

Responsibilities

Coordinates activities of Outpatient Access employees.
Acts as a resource to staff performing those functions in a clinic setting.
Monitors and ensures that all functions are completed in an accurate, efficient, and customer friendly manner.
Coordinates all staff training activities.
Assists clinic leadership 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.
Serves 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.
May take on one or more specialized functions, as assigned, including Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support.
Identifies, implements and monitors operational changes to improve clinic functioning, in conjunction with 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.
Reviews dashboard for front-end staff compliance to enterprise metrics daily.
Follows-up with providers to reconcile discrepancies, and provides recommendations to supervisor for updates to workflows.
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.
Works with faculty practice 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.
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 of role.
Other duties as assigned.