Outpatient Access Representative

University of Rochester • City of Rochester, NY

1d • $19 - $25 • Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. The Department of Psychiatry, Medicine in Psychiatry Services Division is seeking an Outpatient Access Specialist for the Brighton Health Center Front Desk. The Front Desk team (consisting of a Manager of Business Administration, and two OAR) act as primary front end operations support for the MIPS-Outpatient clinic. In addition, the MIPS front desk team acts as backup support to other clinics of the Dept. of Psychiatry for coverage as necessary. The OAR 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. Assures 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. Responsible for providing a high quality experience for all patients and visitors who may need non-verbal communication methods. May be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff. Responsible for delivering high quality customer service to a diverse group of patients and service providers.

Requirements

• High School diploma required
• 1 year related work experience in an administrative office or customer service field; or an equivalent combination of education and experience required
• Demonstrated ability to word process documents and enter data into a database.
• Demonstrated skills related to achievement of customer satisfaction.
• Demonstrates the ICARE values to patient, families and staff.
• Comfortable learning non-verbal communication techniques to serve patients who are deaf, hearing impaired or do not speak English.
• Knowledge of ASL or desire to learn ASL through courses covered by URMC required.

Nice To Haves

• Medical terminology experience preferred
• Ability to act as a resource to less experienced staff preferred.

Responsibilities

• Reception: Greets patients to initiate positive ambulatory experience, requests patient identification, assures 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 (e.g., for insurance forms), identifies and assesses patients’ special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Provides interaction of warm hand-off to registration & 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. Assures cleanliness and order in the reception area, waiting room/lobby. Ensure all OAR opening and closing responsibilities are met daily.
• Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Assures 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.
• Appointment Scheduling: 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 (e.g., transportation), assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. May assist with Provider template changes. May at some point collect patient co-pays, prepare end of day deposits and reconcile any discrepancies. Make sure all the appointments for the day have been closed out. Either checked out or marked as No Show, Respond to check telehome check-out notes.
• Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• eRecord and Performance Analysis: Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work. Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.
• Customer interaction: Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.
• Other clinic service tasks as assigned: May escort patient into the treatment corridor, supports coverage for the Manager when necessary, may travel to off-site clinic locations to provide support during times of urgent need, oversees the daily mail tasks and all other reception desk “office management” types of tasks. Ensure all OAR opening and closing responsibilities are met daily.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees