University of Rochester Outpatient Access Specialist in Rochester, New York
Full Time 40 hours Grade 007 Imaging Sciences-PET Ctr.
The OAS is responsible for increasing patient referrals to University Imaging by developing and maintaining mutually beneficial relationships with referring offices and patients. This position is the primary point of contact for referrers requiring single and multi-modality imaging studies. The OAS facilitates and coordinates the studies by scheduling the exam(s) per patient preparatory protocols. The OAS corresponds all appointment times, patient preparations, transportation and accommodations (when necessary) to the patient and referrer.
The OAS is adept at interpersonal communication and problem-solving in order to achieve patient family centered care to callers and colleagues.
The OAS solves all callers’ requests if within capability yet outside scope of normal duties. Able to receive critiques positively and leverages to improve performance.
Scheduling with Service Excellence
- Schedules imaging studies into 3 organizations (SH, Science Park, Strong West). Reaches out to UMI, HH, FFT to accommodate patients as required for optimal patient experience.
- Schedules standard, template driven exams: CT, US, Mammography.
- Provides second level service MRI exams by determining demographics, physician and patient requirements to properly balance load MRI studies across system, thereby freeing up time slots at all sites.
- Schedules complex exams, requiring additional tasks (block time on separate section-specific calendars, order radiopharms, film retrieval, other as needed) for Nuclear Medicine and Interventional Radiology studies.
- Supports the Central Insurance Authorization team by reaching out with communication of all same day, next day add-ons. This ensures proper insurance coverage upon patient arrival, to avert rescheduling.
- Fluently translates all ‘table times’ into ‘arrival times’ for patient ease of understanding.
- Responds to requests to Televox (appt reminder system) recipients.
- Attentive to the needs of referring physicians by documenting and following-up on issues and concerns timely.
- Utilizes good judgment and department protocols to resolve patient, consumer or physician issues; determines when situations warrant escalating to Call Center Manager, Administrators on call, Security, or other areas of the health system.
- Develops and maintains a constructive working relationship with the callers, physician offices, call center clients, team members, supervisors and others as needed. Ability to connect interpersonally with callers as appropriate to develop/maintain working relationships.
- Demonstrates the highest level of customer recovery skills.
- Responds to change in positive and supportive ways.
- Responds quickly in stressful situations while acting appropriately and professionally.
- Resolves non-routine customer service/physician referral calls that may adversely affect patient care and/or customer service.
- Makes outbound calls for service follow through to patients, referring offices, internal staff.
- Provides callers with assistance in scheduling appointments, contacting UR Medicine staff and faculty and gathering and disseminating Health System information in accordance with established protocols; performs these same functions as necessary.
- Assists misdirected callers and provide them with appropriate individual or department information to address the caller’s need(s). Warm transfers all calls when possible.
- Effectively utilize internet and database systems to respond to calls requesting UR enterprise information, directions, staff finding, other needs as requested.
Quality and Process Improvement
- Liaison between call center team and imaging management regarding personnel and operational issues. Provides proposed solutions with issue.
- Alerts manager to disruptions in automated activities and/or computer systems that impact customer service or department’s operation.
- Maintains security of all databases and confidential personnel and patient information.
- Maintains customer rights in accordance with institutional policies by demonstrating respect for the individuality and wishes of others, honoring cultural and religious differences, and demonstrating ethical behaviors based on honesty, fairness and equity.
High School diploma and 2.5 years related work experience; or an equivalent combination of education and experience. Prefer Associates degree in Business Management or Health Care Management or equivalent experiences in a health care setting. Prefer 2-5 years hospital call center, supervisory and/or customer service. Above average proficiency in Microsoft Office applications (Word, Access and Excel); competent in information technology, telecommunications, and Internet. Ideally experienced in Image Cast, Flow Cast and EPIC. Excellent communications skills (verbal and written); excellent customer service, interpersonal and diction skills; in-depth knowledge of clinical practice, procedures, and medical terminology; ability to process a large volume of calls under pressure and manage multiple projects; proven ability to communicate effectively, collaborate and work with all members within a diversified team; management experience in teleservices is preferred; training and documentation experience is preferred. OR a combination of formal training and experience equivalent to the above.
EOE Minorities/Females/Protected Veterans/Disabled
Job Title: Outpatient Access Specialist
Location: Medical Faculty Group
Job ID: 203024
Full/Part Time: Full-Time