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

UofL Health•Louisville, KY

4d•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 patient appointments in accordance with clinic operating standards. The role provides compassionate, patient-centered customer service while coordinating appointments, responding to questions, and directing inquiries to the appropriate clinical parties. It also involves using clinic and hospital systems to retrieve information, maintaining scheduling compliance, meeting productivity and quality metrics, and protecting patient confidentiality. 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. Its more than 12,000 team members are focused on delivering patient-centered care.

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.
Dependable, professional, and collaborative team player.
Ability to adhere to deadlines.
Effective verbal and written communication skills; adequate conversational English is required.
Ability to troubleshoot and resolve 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 appropriately use the electronic documentation system.
Ability to manage time and priorities effectively, adapt to changing needs, and maintain composure in emotionally charged situations.
Ability to reflect on personal limitations and seek appropriate assistance and guidance.
Commitment to honesty, integrity, compassion, service, professionalism, confidentiality, safety, and organizational values.

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 warmly transfer callers to level II agents.
Use physicians’ templates and guidelines effectively 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 parties.
Set patient expectations for visits to support an excellent patient experience.
Contact patients to reschedule appointments when a clinic is cancelled.
Review website appointment requests and act as a concierge-style point of contact to schedule appointments across the organization in a timely manner.
Retrieve relevant information using clinic and hospital software, online paging systems, and other systems.
Monitor guided schedule documents to ensure scheduling compliance is up to date.
Meet group productivity and quality metrics.
Follow company policies, procedures, standards of conduct, and HIPAA privacy and security requirements.
Maintain confidentiality and protect sensitive data.
Collaborate with team members and interact effectively with physicians, patients, residents, visitors, staff, and the broader health care community.
Perform other duties as assigned.