Patient Access Representative III, Med Center I, 8:00a-4:30p

Patient Access Representative III

The Patient Access Representative III is responsible for communicating with patients and physicians in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, handling urgent referrals, as well as all web appointment requests, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.

• Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
• Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
• Review 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
• Accurately schedule patient appointments in accordance with physicians' template and guidelines using access center technologies
• Regularly monitor guided schedule documents to ensure up to date scheduling compliance
• Determine appropriate physicians for all non-directed referrals
• Reschedule patients using proper functions
• Field non-clinical patient questions or transfer to appropriate clinical parties
• Set patient's expectations for their visit ensuring an excellent patient experience
• Call patients to reschedule appointment when clinic is cancelled
• Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems
• Treat all matters confidentially concerning patient information according to HIPAA guidelines.
• Adhere 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
• Performs other duties as assigned

A note on required work experience: For internal promotions, equivalent experience as a Patient Access Representative II in 2+ assigned specialty groups will substitute for the work requirement.