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 (EMR) task management, In Basket management, and telephone encounter management. Uses the EMR and patient access and revenue cycle systems to provide accurate, efficient, and customer-friendly service that supports patient satisfaction and billable services. May act as a resource to new staff. The role welcomes and directs patients, verifies identities, collects and enters demographic and financial information, completes required forms, schedules and coordinates visits and related services, manages calls and EMR encounters, corrects registration data, and assists with charge reconciliation. It also involves assessing urgency, resolving front-line concerns, protecting patient health information, and maintaining an orderly reception area. Some clinical-adjacent tasks may be performed only after clinical staff verify the employee’s competencies.

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 provide efficient, customer-friendly service and support patient satisfaction.

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

Welcome and direct patients, use two identifiers to verify identity, identify providers, obtain signatures as needed, 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 and maintain cleanliness and order in the waiting room or lobby.
Collect and verify patient demographic and financial information, establish billable accounts, and enter information in the EMR and patient access and revenue cycle system.
Request patient email addresses for confirmations and ensure completion of applicable patient forms and information, including Medicare Secondary Payer assurance, HIPAA information, identification verification, and Financial Assistance Program materials.
Schedule new and return ambulatory visits; monitor schedules and report problems to the Supervisor; pre-register patients; coordinate ancillary testing, referrals, interpreters, and outside services; and follow up on missed or canceled appointments.
Complete scheduling correspondence and forms, support patient satisfaction before discharge, print After Visit Summaries when appropriate, and use two identifiers when providing them.
Collect patient co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer calls promptly and courteously, manage and route clinic calls, open and route EMR telephone encounters, coordinate outgoing calls, provide information, forward or page calls, and take messages.
Edit and correct registration errors, complete missing registration data, assist with charge reconciliation, and ensure schedule accuracy.
Manage EMR processes including In Basket messages and referral work queues, entering accurate and concise information in the patient legal medical record.
Identify ways to reduce follow-up, repetitive, or corrective work.
Assess the urgency of situations, determine appropriate patient routing, handle complaints, apply service recovery concepts, and serve as a front-line problem solver.
When authorized through competency verification by clinical staff, assist with tasks such as escorting patients into treatment areas, collecting height and weight, recording current medications and basic visit documentation, and obtaining vital signs.
Perform other duties as assigned.