Patient Access Representative III, Medical Center I, 8a-5p

UofL Health•Louisville, KY

2d•Onsite

About The Position

The Patient Access Representative III is responsible for communicating with patients, physicians and clinical staff in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, the representative will create a positive impression for UofL Health while scheduling patient appointments according to clinic operating standards.

Requirements

High school diploma or GED/Equivalent (required)
A minimum of two (2) years’ experience scheduling for multiple physician practices OR equivalent experience working as a Patient Access Representative I in 2+ assigned specialty groups (required)
Excellent customer service skills are required
Must be dependable, professional and a team player
Ability to adhere to deadlines
Proficient in the use of Microsoft Office Suite (email, Word, Excel, etc.)
Must have the ability to learn and use the electronic documentation system appropriately
Able to troubleshoot and solve customer service issues in a professional and timely manner
Able to think critically to understand a problem or topic by analyzing facts, collecting information, asking thoughtful questions and evaluating possible solutions
Must be able to communicate effectively in both verbal and written formats
Adequate conversational English is required in order that the individual be able to take direction from management, understand how to complete job tasks, communicate adequately with patients and co-workers as necessary, understand and follow safety guidelines, and organizational policies

Nice To Haves

Collaboration & Teamwork – works cooperatively and collaboratively with others toward the accomplishment of shared goals.
Service Orientation – desire to serve and focus one’s efforts on discovering and meeting the needs of internal and external customers.
Communication – practices attentive and active listening and can restate opinions of others; communicates messages in a way that has the desired effect.
Integrity – conducts business with honesty and professional ethics. Seeks to achieve results in the best interest of the organization. Models and reinforces ethical behavior in self and others.
Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
Organized – manages time effectively, keeps tasks appropriately prioritized
Flexible – ability to change directions as needed for the good of the department or organization
Emotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed manner
Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance

Responsibilities

Answers all incoming calls with exceptional customer service with a focus on compassionate patient centered care
Accurately schedules and reschedules new, return, and referring provider appointments within assigned group or warmly transfer to level II agents
Effectively utilizes physicians’ template and guidelines using access center technologies
Determines appropriate physicians for all non-directed referrals
Fields non-clinical and clinical patient questions or transfer to appropriate clinical parties
Sets patient’s expectations for their visit ensuring an excellent patient experience
Calls patients to reschedule appointment when clinic is cancelled
Reviews 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
Retrieves relevant information by effectively using current clinic/hospital software (e.g. Allscripts, Centricity Business), online paging systems and other clinic/hospital systems
Regularly monitors guided schedule documents to ensure up to date scheduling compliance
Adheres 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
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community