Outpatient Access Representative

University of Rochester•Rochester, NY

6d•$19 - $26•Onsite

About The Position

Performs patient information processing functions for ambulatory care visits, including reception, registration, charge reconciliation, appointment scheduling, electronic medical record task and In Basket management, and telephone encounter management. Uses the electronic medical record and patient access and revenue cycle systems to ensure accurate, efficient, and customer-friendly service that supports patient satisfaction and billable provider services. May act as a resource to new staff. The role welcomes and assists patients, verifies identity, collects and enters demographic and financial information, schedules and coordinates appointments and services, handles clinic calls, manages registration corrections and electronic medical record work queues, and supports resolution of patient concerns. Any clinical-adjacent duties, such as recording vital signs or medication information, may be performed only after competencies have been verified by clinical staff.

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 in processing patient information to support billable services.
Ability to perform duties in an accurate, efficient, and customer-friendly manner.

Nice To Haves

Medical terminology experience.
Ability to word-process documents and enter data into a database.
Demonstrated application of ICARE values with patients, families, and staff.
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 their 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, update patients on provider waiting times every 15 minutes, protect patient health information under HIPAA, and maintain a clean, orderly waiting area.
Collect and verify patient demographic and financial information, establish billable accounts, enter information into the electronic medical record and patient access and revenue cycle system, and request patient email addresses for confirmations.
Ensure patients complete appropriate forms and receive applicable information, including Medicare Secondary Payer assurances, HIPAA information, and Financial Assistance Program information.
Schedule new and return visits; monitor schedules and report problems; preregister patients; coordinate ancillary testing, referrals, interpreters, and outside services; follow up on missed appointments and cancellations; and complete related correspondence and forms.
Support patient satisfaction before discharge, print After Visit Summaries when appropriate, and verify the correct patient using two identifiers before providing them.
Collect co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer and route clinic calls courteously and promptly; create and route electronic medical record telephone encounters; provide information, forward calls, page providers, take messages, and make related outgoing calls.
Edit and correct registration errors, complete missing registration data, assist with charge reconciliation, ensure schedule accuracy, and identify ways to reduce repeat or corrective work.
Manage electronic medical record processes, including In Basket messages and referral work queues, entering accurate and concise information in the patient legal medical record.
Assess urgency and determine appropriate patient routing; help handle complaints, use service recovery concepts, and act as a front-line problem solver.
May assist with provider template changes.
May escort patients into treatment areas and collect height and weight, record current medications or basic visit documentation, and obtain vital signs, but only after clinical staff verify competencies.
Perform other duties as assigned.