Patient Access Representative III, Med Center I - W Market, 8:30a-5:00p

UofL Health•Louisville, KY

1d•Onsite

About The Position

The Patient Access Representative III is responsible for professional and timely communication with patients and physicians, both verbally and electronically. This role serves as the primary contact for VIP patients and providers, manages urgent referrals, and processes all web appointment requests. The representative is expected to create a positive impression for UofL Physicians by accurately scheduling patient appointments according to clinic operating standards and utilizing various access center technologies.

Requirements

For internal promotions, equivalent experience as a Patient Access Representative II in 2+ assigned specialty groups will substitute for the work requirement

Responsibilities

Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
Review incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner
Accurately schedule patient appointments in accordance with physicians’ template and guidelines using access center technologies
Regularly monitor guided schedule documents to ensure up to date scheduling compliance
Determine appropriate physicians for all non-directed referrals
Reschedule patients using proper functions
Field non-clinical patient questions or transfer to appropriate clinical parties
Set patient’s expectations for their visit ensuring an excellent patient experience
Call patients to reschedule appointment when clinic is cancelled
Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems
Treat all matters confidentially concerning patient information according to HIPAA guidelines
Adhere 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