Patient Access Representative III, Med Center I - W Market, 8:00a-4:30p

UofL Health

6d•Onsite

About The Position

The Patient Access Representative III is responsible for communicating with patients and physicians in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, handling urgent referrals, as well as all web appointment requests, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.

Requirements

High School Diploma or Equivalent required
Knowledgeable of Microsoft Excel
Excellent customer service skills required
Proficient written and verbal communication required
A minimum of 2 years’ experience scheduling for multiple physician practices required OR experience working as a Patient Access Representative II in two or more assigned specialty groups
Successful completion of all required training
Must be dependable, professional and a team player
Excellent organizational and communications skills and ability to work independently
Ability to adhere to deadlines
Candidates upon hire will complete an electronic I-9 verification

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