Patient Access Representative III, Medical Center I, 830a-5p

UofL Health•Louisville, KY

6d•Onsite

About The Position

The Patient Access Representative III communicates with patients, physicians, and clinical staff in a timely and professional manner, verbally and electronically. Serving as a first point of contact for VIP patients and providers, the representative creates a positive impression of UofL Health and schedules appointments according to clinic operating standards. The role involves appointment scheduling, referral routing, responding to patient questions, and helping patients understand what to expect during their visits. It also requires using clinic and hospital systems to retrieve information and manage appointment requests.

Requirements

High school diploma or GED/equivalent.
At least two years of experience scheduling for multiple physician practices, or equivalent experience as a Patient Access Representative I in two or more assigned specialty groups.
Excellent customer service skills.
Dependability, professionalism, and ability to work as a team player.
Ability to adhere to deadlines.
Strong collaboration, service orientation, communication, integrity, and service excellence.
Effective organization and time-management skills, including prioritizing tasks.
Flexibility to change direction as needed for the department or organization.
Emotional intelligence and ability to respond professionally and calmly in emotionally charged situations.
Self-awareness and willingness to seek appropriate assistance and guidance.
Effective verbal and written communication skills; adequate conversational English to understand directions and policies and communicate with patients and coworkers.
Ability to troubleshoot customer service issues professionally and promptly.
Critical thinking skills, including analyzing facts, collecting information, asking questions, and evaluating possible solutions.
Proficiency with Microsoft Office Suite, including email, Word, and Excel.
Ability to learn and use the electronic documentation system appropriately.

Responsibilities

Answer incoming calls with exceptional customer service and a focus on compassionate, patient-centered care.
Schedule and reschedule new, return, and referring-provider appointments within the assigned group, or transfer callers to Level II agents when appropriate.
Use physicians’ scheduling templates and guidelines with access center technologies.
Determine appropriate physicians for non-directed referrals.
Respond to non-clinical and clinical patient questions or transfer them to appropriate clinical staff.
Set patient expectations for visits to support an excellent patient experience.
Call patients to reschedule appointments when a clinic is cancelled.
Review website appointment requests and coordinate scheduling across the organization in a timely, concierge-style manner.
Retrieve relevant information using clinic and hospital software, online paging systems, and other systems.
Monitor guided scheduling documents to ensure scheduling compliance is current.
Meet group productivity and quality metrics.
Follow company policies, procedures, standards of conduct, HIPAA privacy and security requirements, and applicable safety standards.
Maintain confidentiality and protect sensitive data.
Work collaboratively with team members and interact effectively with patients, physicians, residents, visitors, staff, and the broader health care community.
Perform other duties as assigned.