Outpatient Access Rep II

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):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500127 Psych SMH Ambulatory Reg

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$19.15 - $25.85

Responsibilities:

Performs functions associated with patient information processing for Collaborative Care and Wellness and Interventional Psychiatry program visits based at Strong Memorial Hospital. Completes the tasks of reception, registration, appointment scheduling, In Basket management and Telephone encounter management using the electronic medical record and EAP Case management software. Assures 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 be a resource to new staff.

Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.

ESSENTIAL FUNCTIONS

Reception:  Greets patients to initiate positive ambulatory experience, requests patient identification, assures 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 (e.g., for insurance forms), identifies and assesses patients’ special needs (e.g., interpreters), monitors reception area to assure patient needs are met.  Provides interaction of warm hand-off to registration & 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.  Assures cleanliness and order in the waiting room/lobby.

Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account.  Enters information into the electronic medical record and patient access and revenue cycle system.  Requests patient e-mail address for confirmation purposes.  Assures 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.

Appointment Scheduling:  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, 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 (e.g., transportation), assures patient satisfaction with visit prior to discharge from the area.  Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient.  May assist with Provider template changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.

Telephone Management:  Answers phone in a timely and courteous manner.  Manages incoming clinic calls, sorts calls to various providers.  Opens a telephone encounter in eRecord or EAP Case Management Software when call involves patient information.  Assures routing of encounter in eRecord or EAP Case Management Software to the appropriate staff/provider.  Coordinates outgoing calls related to major functions above.                Contact patients to provide appointment reminder calls and confirm their scheduled arrival times. Answer general patient calls and questions regarding our interventional psychiatry services, or appropriately transfer questions/concerns to the nursing team or supervisor for follow-up.

eRecord, EAP Case Management Software and Performance Analysis:  Edits and corrects registration errors and completes missing registration data. Assists in charge reconciliation process. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work. 

Manages multiple processes in case management software including messaging in EAP Case Management Software and eRecord In Basket and referral work queue processing.  This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.

Customer interaction:  Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.

Other clinic service tasks as assigned: May assist with office work as needed. Collecting and distributing mail, receiving and distributing incoming faxes. Manage shared conference room and flex office schedules. Etc

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 1 year related experience in an administrative office or customer service field required or
• Completion of Vision Care 1,2,3 courses required
• 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.