Patient Access Representative

Patient Access Representative IIIThe 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.Essential Functions:Answers all incoming calls with exceptional customer service with a focus on compassionate patient centered careAccurately schedules and reschedules new, return, and referring provider appointments within assigned group or warmly transfer to level II agentsEffectively utilizes physicians' template and guidelines using access center technologiesDetermines appropriate physicians for all non-directed referralsFields non-clinical and clinical patient questions or transfer to appropriate clinical partiesSets patient's expectations for their visit ensuring an excellent patient experienceCalls patients to reschedule appointment when clinic is cancelledReviews 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 mannerRetrieves relevant information by effectively using current clinic/hospital software (e.g. Allscripts, Centricity Business), online paging systems and other clinic/hospital systemsOther Functions:Regularly monitors guided schedule documents to ensure up to date scheduling complianceAdheres to group productivity and quality metricsMaintains compliance with all company policies, procedures and standards of conductComplies with HIPAA privacy and security requirements to maintain confidentiality at all timesPerforms other duties as assignedJob Requirements (Education, Experience, Licensure and Certification):Education:High school diploma or GED/Equivalent (required)Experience: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)Job Competency: Knowledge, Skills, and Abilities critical to this role:Excellent customer service skills are requiredMust be dependable, professional and a team playerAbility to adhere to deadlinesCollaboration & 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 informationOrganized – manages time effectively, keeps tasks appropriately prioritizedFlexible – ability to change directions as needed for the good of the department or organizationEmotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed mannerSelf-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidanceLanguage Ability:Must be able to communicate effectively in both verbal and written formatsAdequate 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 policiesReasoning Ability:Able to troubleshoot and solve customer service issues in a professional and timely mannerAble to think critically to understand a problem or topic by analyzing facts, collecting information, asking thoughtful questions and evaluating possible solutionsComputer Skills:Proficient in the use of Microsoft Office Suite (email, Word, Excel, etc.)Must have the ability to learn and use the electronic documentation system appropriatelyAdditional Responsibilities:Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all timesMaintains confidentiality and protects sensitive data at all timesAdheres to organizational and department specific safety standards and guidelinesWorks collaboratively and supports efforts of team membersDemonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care communityUofL Health Core Expectation:At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:Honoring and caring for the dignity of all persons in mind, body, and spiritEnsuring the highest quality of care for those we serveWorking together as a team to achieve our goalsImproving continuously by listening, and asking for and responding to feedbackSeeking new and better ways to meet the needs of those we serveUsing our resources wiselyUnderstanding how each of our roles contributes to the success of UofL Health