University of Rochester

Private research university in Rochester, NY

Outpatient Access Representative

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeRochester, NY, USA$19.15 - $25.85In-person

About the Job

Requirements

A high school diploma and one year of related experience in an administrative office or customer service field are required, or an equivalent combination of education and experience.
Medical terminology experience is preferred.
Ability to word-process documents and enter data into a database is preferred.
Ability to demonstrate the ICARE values to patients, families, and staff is preferred.
Skills related to achieving customer satisfaction are preferred.
Ability to act as a resource to less experienced staff is preferred.

Responsibilities

Process patient information for ambulatory care visits, including reception, registration, charge reconciliation, appointment scheduling, and management of electronic medical record tasks, In Basket messages, and telephone encounters using the electronic medical record and patient access and revenue cycle systems.
Provide accurate, efficient, and customer-friendly information processing and reception services that support patient satisfaction and generate billable services for providers.
Greet patients, request identification, verify patient identity using two identifiers, identify the healthcare provider and referring and primary care providers, direct patients, obtain signatures, identify special needs, monitor the reception area, coordinate a warm hand-off to registration and insurance management, update patients about provider wait times every 15 minutes, protect patient health information under HIPAA, and maintain the waiting room and lobby.
Collect and verify patient demographic and financial information, establish billable accounts, enter information into the electronic medical record and patient access and revenue cycle system, request patient email addresses for confirmations, and ensure completion of applicable patient forms and information, including Medicare Secondary Payer assurance, HIPAA information for new patients, patient identification verification, and Financial Assistance Program materials.
Schedule new and return ambulatory care visits, monitor schedules and report problems to the supervisor, pre-register patients for subsequent visits, coordinate ancillary testing and referrals to other clinic sites, follow up on missed appointments and cancellations, complete scheduling correspondence and forms, schedule interpreters and outside services, and ensure patient satisfaction before discharge.
Print the After Visit Summary at checkout when appropriate and use two patient identifiers to ensure it is given to the correct patient. Assist with provider template changes when needed, collect patient co-pays, prepare end-of-day deposits, and reconcile discrepancies.
Answer calls promptly and courteously, manage and route incoming clinic calls, open telephone encounters in the electronic medical record, route encounters to the appropriate staff or provider, coordinate outgoing calls, provide information to reduce call transfers, forward calls, page providers, and take messages.
Edit and correct registration errors, complete missing registration data, assist with charge reconciliation, ensure patient schedule accuracy, identify ways to reduce follow-up, repetitive, or corrective work, and accurately and concisely manage electronic medical record messaging and referral work queue processes that form part of the patient's legal medical record.
Assess the urgency of situations and determine appropriate patient routing, handle complaints as a resource, use service recovery concepts, and serve as a front-line problem solver.
When authorized and after competencies are verified by clinical staff, escort patients into treatment corridors, collect height and weight information, record current medications and basic visit documentation, and obtain vital signs.
Perform other duties as assigned.

Desired Qualifications

Medical terminology experience.
Ability to word-process documents and enter data into a database.
Ability to demonstrate the ICARE values to patients, families, and staff.
Skills related to achieving customer satisfaction.
Ability to act as a resource to less experienced staff.

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

220 Hutchison Rd, Rochester, New York, United States of America, 14620

Opening:

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$19.15 - $25.85

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Ensures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer friendly manner. May act as a resource to new staff.

ESSENTIAL FUNCTIONS

Greets patients to initiate positive ambulatory experience, requests patient identification, ensures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination, obtains signatures as needed, identifies and assesses patients’ special needs, and monitors reception area to ensure patient needs are met. Provides interaction of warm hand-off to registration and insurance management (RIM). Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Ensures cleanliness and order in the waiting room/lobby.
Collects patient demographic and financial information in an efficient, customer-oriented manner. Asks specific questions of patient to verify information accuracy to establish a billable account. Enters information into electronic medical record (EMR) and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Ensures completion of all appropriate forms by patients, such as Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc.
Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient’s needs, and ensures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses two patient identifiers to ensure provision of the summary to the correct patient. May assist with provider template changes. Collects patient co-pays, prepares end of day deposits and reconciles any discrepancies.
Answers phone in a timely and courteous manner. Manages incoming clinic calls and sorts calls to various providers. Opens telephone encounter in EMR when speaking with patients. Ensures routing of encounter in EMR to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Ensures accuracy of patient schedules. Identifies ways to reduce follow-up, repetitive, or corrective work. Manages multiple processes in EMR, including messaging in In Basket and referral work queue processing, which is part of the patient legal medical record, therefore, ensures accurate and concise information is entered.
Assesses the urgency of a situation and determines appropriate routing for the patient, serves as a resource for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.
May escort patient into the treatment corridor, collects height and weight information, records list of current medication, records basic visit documentation, obtains vital signs, etc. Competencies must be verified by clinical staff before performance of any of these duties.
Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

High School diploma and 1 year related experience in an administrative office or customer service field required or
Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

Medical terminology experience preferred
Demonstrated ability to word process documents and enter data into a database preferred
Demonstrates the ICARE values to patient, families and staff preferred
Demonstrated skills related to achievement of customer satisfaction preferred
Ability to act as a resource to less experienced staff preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

About the Company

University of Rochester

Private research university in Rochester, NY

The University of Rochester is a research university with programs spanning the humanities, health care, business, education, music, engineering, and the sciences.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
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Founded: Not listed

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