Outpatient Access Representative - Float, Per Diem (Canandaigua)

University of Rochester•New York, NY

4d•$19 - $26•Onsite

About The Position

The Outpatient Access Representative performs patient information processing for ambulatory care visits, including reception, registration, charge reconciliation, appointment scheduling, and management of electronic medical record tasks, In Basket messages, and telephone encounters. The role supports accurate, efficient, and customer-friendly service that contributes to patient satisfaction and generates billable services for providers. The representative may also act as a resource to new or less experienced staff. The position welcomes and directs patients, verifies identity using two identifiers, protects patient health information, gathers and enters demographic and financial information, and ensures required forms are completed. It schedules and coordinates appointments and related services, follows up on missed appointments and cancellations, supports check-out, collects co-pays, and reconciles deposits. It also manages incoming and outgoing calls and routes messages and encounters to the appropriate staff or provider. Additional work includes correcting registration errors, assisting with charge reconciliation, maintaining accurate schedules and medical-record entries, and responding to complaints using service-recovery practices. The representative may perform limited tasks such as escorting patients, collecting height and weight, recording medications or basic visit documentation, and obtaining vital signs only after clinical staff verify competency. Other duties may be assigned.

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 and efficiency in processing patient information and supporting billable services.
Ability to provide customer-friendly reception and information-processing service.

Nice To Haves

Medical terminology experience.
Demonstrated ability to word-process documents and enter data into a database.
Demonstrates 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 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 patient health information in accordance with HIPAA and maintain a clean, orderly waiting area.
Collect and enter patient demographic and financial information, verify its accuracy, and ensure required patient forms and information are completed.
Schedule new and return visits; monitor schedules; report problems; preregister patients; coordinate ancillary testing, referrals, interpreters, and outside services; and follow up on missed appointments and cancellations.
Complete scheduling correspondence and forms, support patient satisfaction before discharge, and print the After Visit Summary at check-out when appropriate, verifying the correct recipient with two identifiers.
Collect patient co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer and route clinic calls courteously and promptly; create and route telephone encounters in the electronic medical record; make outgoing calls, forward calls, page providers, and take messages.
Edit and correct registration errors, complete missing registration data, assist with charge reconciliation, and ensure patient schedules are accurate.
Manage electronic medical record processes, including In Basket messaging and referral work queues, entering accurate and concise information.
Assess urgency and route patients appropriately, handle complaints using service-recovery concepts, and serve as a front-line problem solver.
May assist with provider template changes.
May escort patients and collect height and weight, medication lists, basic visit documentation, or vital signs after competency is verified by clinical staff.
May act as a resource to new staff.
Perform other duties as assigned.