Outpatient Access Representative TAR/Per Diem - Canandaigua

University of Rochester•New York, NY

6d•$19 - $26•Onsite

About The Position

The Outpatient Access Representative performs patient information processing functions for ambulatory care visits, including reception, registration, charge reconciliation, appointment scheduling, eRecord task and In Basket management, and telephone encounter management. The role uses electronic medical record and patient access and revenue cycle systems and supports accurate, efficient, and customer-friendly service that generates billable services for providers. The representative helps assure patient satisfaction and may serve as a resource or trainer for new and less experienced support staff. This is a per diem, time-as-reported position in the Neurology Sleep department in Canandaigua, New York. The representative welcomes patients, verifies identity using two identifiers, coordinates their arrival and next steps, protects personal health information, monitors waiting-room needs, and keeps patients updated on wait times. Registration duties include collecting and entering accurate demographic and financial information, obtaining required forms, and establishing billable accounts. Scheduling duties include arranging visits and ancillary services, managing cancellations and missed appointments, coordinating interpreters and transportation, printing after-visit summaries when appropriate, collecting co-pays, and preparing and reconciling end-of-day deposits. The role handles clinic calls and routes messages and eRecord encounters to appropriate staff or providers. It edits registration errors, supports charge reconciliation, maintains accurate schedules, processes eRecord messages and referral work queues, and enters accurate, concise information into the patient’s legal medical record. The representative assesses urgency, handles complaints using service-recovery concepts, and serves as a front-line problem solver. Other clinic tasks may include escorting patients, recording height, weight, medications, or basic visit documentation, and obtaining vital signs, but clinical staff must verify competencies before these duties are performed.

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 patient information processing and data entry.
Ability to manage assigned tasks independently and make complex decisions.

Nice To Haves

Experience with medical terminology.
Demonstrated ability to word-process documents and enter data into a database.
Demonstrated commitment to ICARE values in interactions 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 and support a positive ambulatory care experience, verify patient identity using two identifiers, identify providers, direct patients, obtain signatures, assess special needs, monitor the reception area, and provide updates on provider wait times every 15 minutes.
Protect patient personal health information in accordance with HIPAA and maintain cleanliness and order in the waiting area.
Collect, verify, and enter patient demographic and financial information into the electronic medical record and patient access and revenue cycle systems; obtain required patient forms and establish billable accounts.
Schedule new and return visits, monitor schedules and report problems, preregister patients, coordinate ancillary testing and referrals, follow up on missed or canceled appointments, arrange interpreters and outside services, and complete related correspondence or forms.
Provide after-visit summaries at checkout when appropriate, assist with provider template changes as needed, collect co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer and manage clinic calls in a timely, courteous manner; open and route eRecord telephone encounters, forward calls, page providers, take messages, and make outgoing calls related to clinic functions.
Edit registration errors and complete missing registration data; assist with charge reconciliation and maintain accurate patient schedules.
Manage eRecord messaging in the In Basket and process referral work queues, ensuring accurate and concise entries in the patient’s legal medical record.
Assess the urgency of situations, route patients appropriately, handle complaints using service-recovery concepts, and act as a front-line problem solver.
Monitor personal performance on assigned tasks and make complex decisions independently.
May serve as a resource to, or train, new and less experienced support staff.
May perform other clinic service tasks as assigned, such as escorting patients, collecting height and weight, recording medications or basic visit documentation, and obtaining vital signs, after clinical staff verify competencies.