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:

910122 Colorectal Surgery

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$18.50 - $24.98

Responsibilities:

The position serves the Division of Colon and Rectal Surgery patient population and referring physicians, combining reception/registration/scheduling duties at our outpatient office under the direct supervision of the practice managers and division administrators. The candidate must possess excellent communication skills and exercise independent judgment and initiative in registering, scheduling and communicating with patients. The position requires attention to detail - the ability to prioritize tasks, to type accurately, and be familiar with and comfortable working with computers. The candidate must be able to work independently and perform routine and non-routine clerical duties of a specialized nature in an extremely busy environment.

ESSENTIAL FUNCTIONS

• Reception:  Greets patients to initiate positive ambulatory experience, 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 the reception to ensure patient needs are met.
• Registration: Collects and updates patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy (or uses other sources like EMEV’s reader) to ensure a billable account is established, enters information into hospital information system via automate system. Insure proper forms are provided to the patient with assistance provided to patients as needed to ensure completion. Checks for completeness and accuracy; communicates any discrepancies back to provider for clarification. Collect co-pays as needed, maintain receipt information.   Close cash drawer daily in EPIC and complete billing. Provide patients and health care personnel with procedure descriptions and special instructions as necessary.  Must possess the ability to provide answers to questions asked by patients, and to determine which questions should appropriately be addressed by physicians or other health care providers.
• Referral queue management/Telephone Management:   Receives incoming patient telephone calls for providers, managing and/or resolving various scheduling/coordination/supply related issues and answering questions as needed. Works all referral queues for the specialty as detailed. Coordinate scheduling of patients at multiple practice sites; coordinates referrals for consults from all referral work queues. Obtains patient medical records to facilitate patient care. Triages telephone calls from patients and referring physicians to surgeons, residents and nurse practitioners using the Cadence and eRecord systems.  Responsible for courteous and efficient telephone communications. Forwards calls, pages providers, and takes messages. Utilizes telephone standards per division standards
• Appointment Scheduling:  Schedules new and follow-up visits using the Hospital’s information system, monitors schedules and reports problems to Practice Managers, pre-registers patients for next visit, coordinates appointments for ancillary testing, procedures, or referrals to other clinic sites, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedule outside services to meet patient’s needs (e.g. transportation), ensures patients satisfaction with visit prior to discharge from the Department. ).  Must project professional image to allow collection of accurate and complete medical information, while maintaining patient confidentiality issues. Communicate medical information to patients, and messages to other callers as directed by physicians, nurses and administrative staff. Schedule new patient visit and colonoscopies from work queue.  UtilizesTelevox to confirm patient appointments. Schedules appointments, tests, coordinating appointments, and consults in preparation for surgery or further clinical work-up. Interacts effectively in carrying out these responsibilities, presenting a positive image for Colon and Rectal Surgery. Obtaining authorizations for radiology, clinic visits and procedures as needed. Demonstrates knowledge of medical terminology.
• Financial Management/Billing: Review all provider schedules in advance of clinic date to verify accuracy. Rectify any errors that may have occurred.
• Create updated schedules daily to reflect add-ons and walk-ins.  Communicate schedule changes to secretaries, physicians and off-site service areas as necessary. Stock forms at front desk at clinic. Sort and open mail daily.  Assist as needed to scan urgent and non-urgent records into EPIC.
• Cross coverage with travel to other locations and 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
• Completion of Vision Care 1,2,3 courses
• 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.