Outpatient Access Representative

University of Rochester•Town of Henrietta, NY

2d•$19 - $26•Onsite

About The Position

The Outpatient Access Representative performs patient information processing for ambulatory care visits. The role includes reception, registration, charge reconciliation, appointment scheduling, electronic medical record (EMR) task management, In Basket management, and telephone encounter management using the EMR and patient access and revenue cycle systems. The representative helps ensure patient satisfaction and accurate, efficient, customer-friendly processing that supports billable provider services. The role may also serve as a resource to new staff. Responsibilities include greeting and directing patients, verifying identity, protecting personal health information, collecting and entering demographic and financial information, completing registration forms, scheduling and coordinating visits and services, handling calls and messages, and supporting registration and charge reconciliation accuracy. The representative assesses patient needs and urgency, assists with complaints and service recovery, and may perform certain basic clinical-support tasks only after competencies are verified by clinical staff.

Requirements

High school diploma and one year of related experience in an administrative office or customer service field, or completion of Vision Care 1, 2, and 3 courses, or an equivalent combination of education and experience.
Accuracy in patient information processing and in work that supports billable provider services.
Ability to complete patient-facing reception, registration, scheduling, telephone, and EMR-related tasks in an efficient and customer-friendly manner.

Nice To Haves

Experience with medical terminology.
Demonstrated ability to word-process documents and enter data into a database.
Demonstrated ICARE values with patients, families, and staff.
Demonstrated skills related to achieving customer satisfaction.
Ability to act as a resource to less experienced staff.

Responsibilities

Greet patients, verify identity using two identifiers, identify relevant providers, direct patients, obtain signatures, assess special needs, and monitor the reception area.
Provide a warm hand-off to registration and insurance management and update patients about provider wait times every 15 minutes.
Protect patients’ personal health information in accordance with HIPAA regulations and maintain cleanliness and order in the waiting room or lobby.
Collect and enter accurate patient demographic and financial information in the EMR and patient access and revenue cycle system; request patient email addresses and ensure required forms are completed.
Schedule new and return visits, monitor schedules, pre-register patients, coordinate ancillary testing and referrals, follow up on missed appointments and cancellations, and arrange interpreters or outside services as needed.
Ensure patient satisfaction before discharge, print After Visit Summaries when appropriate, and use two identifiers to provide the summary to the correct patient.
Assist with provider template changes when needed; collect co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer calls promptly and courteously, manage and route clinic calls, open and route EMR telephone encounters, provide information, forward calls, page providers, and take messages.
Edit registration errors, complete missing registration data, assist with charge reconciliation, ensure schedule accuracy, and reduce repetitive or corrective work.
Manage EMR tasks, including In Basket messages and referral work queue processing, ensuring information entered into the patient legal medical record is accurate and concise.
Assess urgency and route patients appropriately; assist with complaints, apply service recovery concepts, and serve as a front-line problem solver.
May escort patients into the treatment corridor and collect height, weight, medication, basic visit documentation, or vital-sign information after clinical staff verify competencies.
Perform other duties as assigned.