Outpatient Access Rep III

University of Rochester•Rochester, NY

10d•$20 - $27•Onsite

About The Position

The Outpatient Access Rep III coordinates activities of Outpatient Access employees and serves as a resource to staff working in a clinic setting. The role monitors that work is completed accurately, efficiently, and in a customer-friendly manner; coordinates staff training; and provides operational support to clinic leadership. Additional duties may include supporting personnel matters and performance evaluations, serving as the front-office eRecord superuser, assisting with workflow design and implementation, and providing expertise in referral coordination, prior authorizations, or direct provider support. The role also assists staff with complex decisions and adapting to technology and systems. The position performs Outpatient Access duties as departmental needs require and sets a standard for customer service, accuracy, and efficiency. It coordinates training, monitors staff compliance with education and competency requirements, reviews front-end compliance dashboards, supports clinic scheduling and patient flow, and helps identify and implement operational improvements. The role serves as a point person for complaints and service recovery, partners with clinic leadership on office culture and employee engagement, and works with internal departments and clinic representatives on operational matters and special projects.

Requirements

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

Nice To Haves

Demonstrated customer relations skills preferred.

Responsibilities

Perform Outpatient Access duties as required by departmental needs and model customer service, accuracy, and efficiency.
Coordinate activities and duties of Outpatient Access employees and less experienced support staff.
Serve as a resource for clinic staff and assist with complex decision-making and adaptation to technology and systems.
Take on specialized functions as assigned, such as Human Resources, prior authorizations, referral coordination, or direct provider support.
Identify, implement, and monitor operational changes with the supervisor and clinic staff; update or create policies and procedures and incorporate approved new functions.
Coordinate staff training, schedule education and eRecord training for new hires, create clinic-function learning schedules, monitor in-service and competency compliance, and develop further education programs.
Work with the supervisor to enhance staff education and interdisciplinary work on the unit.
Review front-end staff compliance dashboards daily; follow up with providers on discrepancies where appropriate and recommend workflow updates to the supervisor.
Handle complaints, initiate service recovery, troubleshoot and solve front-line problems, and model excellent service to patients, families, providers, and staff.
Partner with the Clinic/Practice Manager on activities to improve office culture and employee engagement.
Work with faculty practice and clinic representatives to maintain clinic schedules, instruct scheduling staff about schedule changes, and review future schedules for potential problems.
Review management reports and actual schedules, report trends affecting schedules, and recommend changes to improve patient flow.
Support clinic leadership with operational matters, which may include lead duties related to personnel matters and performance evaluations.
Work on assigned special projects and interface with leaders from registration insurance management, enterprise training, patient financial services, and other departments as required.
Perform other duties as assigned.