Outpatient Access Rep II

Job Title

Performs functions associated with patient information processing for acute ambulatory care visits.

Job Description

Completes the tasks of reception, registration, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Performs occasional secretarial duties including faxing, coping, mailing letters, and putting away supplies. Assures patient satisfaction with information processing and reception service. 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.

Essential Functions

• Reception: Greets patients to initiate positive experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, 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 when transferring calls. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.
• Appointment Scheduling: Schedules return visits to Partial Hospitalization Program using the electronic medical record, monitors schedules and reports problems to Supervisor, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, 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 single day Provider template changes if OAS is a Master Scheduler.
• Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Manages multiple processes in eRecord including messaging in 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 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.

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
• Medical terminology and experience working with individuals within the mental health field preferred

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

Licenses and Certifications

• Bi-lingual in English and Spanish strongly preferred

University of Rochester Commitment

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.