Outpatient Access Representative

University of Rochester•Rochester, NY

6d•Onsite

About The Position

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. Uses the electronic medical record and patient access and revenue cycle systems to ensure accurate, efficient, customer-friendly service and creation of billable services for providers. Helps ensure patient satisfaction and may serve as a resource to new staff. The role welcomes and directs patients, verifies identity using two identifiers, protects personal health information, collects and updates demographic and financial information, and completes appropriate forms. It schedules and coordinates visits, testing, referrals, interpreters, and outside services; manages calls and messages; supports check-out and charge reconciliation; corrects registration data; and resolves problems using service recovery practices. The position may also assist with certain basic clinical tasks, but clinical staff must verify competency before those tasks are performed.

Requirements

High school diploma and one year of related experience in an administrative office or customer service field, or an equivalent combination of education and experience.
Accuracy and ability to perform patient information processing in an efficient, customer-friendly manner.

Nice To Haves

Medical terminology experience.
Ability to word-process documents and enter data into a database.
Demonstrated ability to demonstrate ICARE values to 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 the healthcare provider and referring and primary care 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 personal health information in accordance with HIPAA regulations and maintain cleanliness and order in the waiting room or lobby.
Collect and verify patient demographic and financial information, enter it into the electronic medical record and patient access and revenue cycle system, and request patient email addresses for confirmations.
Ensure completion of appropriate patient forms and provide applicable information, including HIPAA information for new patients and Financial Assistance Program information.
Schedule new and return ambulatory visits; monitor schedules and report problems; preregister patients; coordinate testing, referrals, interpreters, outside services, and related correspondence; follow up on missed or canceled appointments; and support patient satisfaction before discharge.
Print the After Visit Summary at check-out when appropriate and use two identifiers to ensure it is given to the correct patient.
Assist with provider template changes when needed.
Collect patient co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer and route clinic calls promptly and courteously; open 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 schedule accuracy.
Manage electronic medical record processes, including In Basket messaging and referral work queue processing, entering accurate and concise information into the legal medical record.
Identify ways to reduce follow-up, repetitive, or corrective work; assess urgency, route patients appropriately, help handle complaints, use service recovery concepts, and solve front-line problems.
May escort patients into the treatment corridor and collect height and weight, record current medications and basic visit documentation, or obtain vital signs, after competency is verified by clinical staff.
Perform other duties as assigned.