Outpatient Access Rep - Float

University of Rochester•City of Rochester, NY

1d•Onsite

About The Position

The Outpatient Access Rep performs functions associated with patient information processing for ambulatory care visits. This includes reception, registration, charge reconciliation, appointment scheduling, and managing tasks within the electronic medical record (eRecord), In Basket, and Telephone encounters. The role requires accuracy to ensure billable services and focuses on providing efficient, customer-friendly service while ensuring patient satisfaction. The University of Rochester is committed to its values of equity, leadership, integrity, openness, respect, and accountability, aiming to create a welcoming and thriving community.

Requirements

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

Nice To Haves

Medical terminology experience
Demonstrated ability to word process documents and enter data into a database
Demonstrates the ICARE values to patient, families and staff
Demonstrated skills related to achievement of customer satisfaction
Ability to act as a resource to less experienced staff

Responsibilities

Performs functions associated with patient information processing for ambulatory care visits.
Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems.
Ensures 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 act as a resource to new staff.
Greets patients to initiate positive ambulatory experience, requests patient identification, ensures 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, identifies and assesses patients’ special needs, and monitors reception area to ensure patient needs are met.
Provides interaction of warm hand-off to registration and 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.
Ensures cleanliness and order in the waiting room/lobby.
Collects patient demographic and financial information in an efficient, customer-oriented manner.
Asks specific questions of patient to verify information accuracy to establish a billable account.
Enters information into electronic medical record (EMR) and patient access and revenue cycle system.
Requests patient e-mail address for confirmation purposes.
Ensures 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.
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, coordinates appointments for ancillary testing or referrals to other clinic sites, 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, and ensures patient satisfaction with visit prior to discharge from the area.
Prints After Visit Summary (AVS) at check-out when appropriate, uses two patient identifiers to ensure provision of the summary to the correct patient.
May assist with provider template changes.
Collects patient co-pays, prepares end of day deposits and reconciles any discrepancies.
Answers phone in a timely and courteous manner.
Manages incoming clinic calls and sorts calls to various providers.
Opens telephone encounter in EMR when speaking with patients.
Ensures routing of encounter in EMR to the appropriate staff/provider.
Coordinates outgoing calls related to major functions above.
Provides information to patients to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
Edits and corrects registration errors and completes missing registration data.
Assists in charge reconciliation process.
Ensures accuracy of patient schedules.
Identifies ways to reduce follow-up, repetitive, or corrective work.
Manages multiple processes in EMR, including messaging in In Basket and referral work queue processing, which is part of the patient legal medical record, therefore, ensures accurate and concise information is entered.
Assesses the urgency of a situation and determines appropriate routing for the patient, serves as a resource 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.
Other duties as assigned.