Patient Access Representative I, Medical Center I, 8:15a-4:45p

UofL Health•Louisville, KY

About The Position

UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center. With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day. The Patient Access Representative I is responsible for communicating with patients, physicians and clinical staff in a timely and professional manner. As a first point of contact, the person will create a positive impression for UofL Health while scheduling patient appointments according to clinic operating standards.

Requirements

High school diploma or GED/Equivalent (required)

Nice To Haves

Two (2) years of scheduling in a multi-specialty clinic (preferred)

Responsibilities

Answers all incoming calls with exceptional customer service with a focus on compassionate patient centered care
Accurately schedules and reschedules new, return, and referring provider appointments within assigned group or warmly transfer to level II agents
Effectively utilizes physicians’ template and guidelines using access center technologies
Determines appropriate physicians for all non-directed referrals
Fields non-clinical and clinical patient questions or transfer to appropriate clinical parties
Sets patient’s expectations for their visit ensuring an excellent patient experience
Calls patients to reschedule appointment when clinic is cancelled
Retrieves relevant information by effectively using current clinic/hospital software (e.g. Allscripts, Centricity Business), online paging systems and other clinic/hospital systems
Regularly monitors guided schedule documents to ensure up to date scheduling compliance
Adheres to group productivity and quality metrics
Maintains compliance with all company policies, procedures and standards of conduct
Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
Performs other duties as assigned