Patient Access Representative III, Med Center I - W Market

UofL Health•Louisville, KY

6d•Onsite

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. Job Description: The Access Center 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 patients and providers, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards. The Access Center Representative III will be responsible for 4-6 specialties, over 6 locations and over 20 clinical providers.

Requirements

High School Diploma or Equivalent required
Excellent customer service skills required
Two years of experience scheduling for multiple physician practices required or experience working as a Patient Access Representative II in two or more assigned specialty groups.
Excellent customer service skills required

Responsibilities

Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
Schedule new, return, and referring provider appointments within multiple groups
Manage Referral work queues for multiple service lines while meeting service goals
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
Utilize registration and scheduling systems proficiently
Treat all matters confidentially concerning patient information according to HIPAA guidelines.
Adhere to group productivity and quality metrics
Maintain compliance with all company policies, procedures and standards of conduct.
Comply with HIPAA privacy and security requirements to maintain confidentiality at all times.
Performs other duties as assigned.