University of Rochester Outpatient Access Specialist in Rochester, New York


Full Time 40 hours Grade 007 OPD Pediatrics





The Center, located at 905 Culver Road, will be a comprehensive resource for adults with childhood onset conditions including, but not limited to intellectual and developmental disabilities, cystic fibrosis, sickle cell disease, spina bifida, metabolic disorders, congenital heart disease, childhood cancers, myotonic dystrophy and cerebral palsy. The Outpatient Access Specialist serves as the initial contact for the Complex Care Center.

The goal of the Complex Care Center is to provide a bridge and landing for individuals who have successfully graduated from the support and expertise of pediatric care. It will provide direct service to this population of patients. Through centralizing care, patients and caregivers will have opportunities to learn from each other, optimize health, and improve outcomes. The goal of the Center is to improve health outcomes, decreasing emergency room visits and hospital based service utilization.

The Outpatient Access Specialist must be able to route incoming calls, schedule patient appointments, obtain pertinent medical information and accurately document in the appropriate programs, including the electronic medical record (EMR). The position will coordinate functions associated with patient information for ambulatory visits and act as a resource for staff performing patient-related functions. The position requires the use of Flowcast, eRecord. The individual must demonstrate capability and desire to work independently and be a strong team player. Demonstrates ICARE* values in each of the major responsibilities.

Major Responsibilities:

Reception & Registration


  • Greet patients to initiate positive patient care experience, identify healthcare provider to be seen, obtain signatures as needed (e.g., for insurance forms), identify and assess patients’ special needs (e.g., interpreters).
  • Provide constant vigilance of waiting area ensuring no patient waits unduly long providing communication between Administrator and/or provider and the patient, if there is a delay to patient’s appointment time.


  • Provide accurate registration, collect patient demographic and financial information of patient arrivals in Flowcast in an efficient, customer oriented manner. Confirm patient insurance and demographic information following protocol for updating Flowcast information, distribute questionnaires, when appropriate, and collect co-payments following protocol for the collection of co-payments.
  • Monitor registration errors, complete missing registration data, reconcile and ensure accuracy of patient information to ensure reduction in billing rejections.Identify ways to reduce follow-up, repetitive, or corrective work.
  • Serve as a focal point for handling patient issues and serve as front-line problem solver.


  • Interact with patients, families, providers and other customers on the telephone and in person.Must demonstrate ability to efficiently route incoming calls, determine nature/urgency of the call, and handle appropriately. Must be able to communicate effectively and relay information correctly and efficiently in a complex medial environment. Will be crossed trained and work closely with other staff.
  • Responsible for scheduling new and follow up appointments.
  • Must be able to navigate EMR to document patient-related calls.Information must be concise, accurate and grammatically correct.
  • Coordinate appointments for testing, procedures or referrals to other clinic sites, follow-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient’s needs (e.g., transportation).

Financial Management

  • Reconcile daily co-payment log sheets at the end of the day and balance cash drawer. Identify and resolve discrepancies.
  • Reconcile reports with encounter forms and ensure all charges are captured.

Clinic preparation and follow up

  • Obtain medical information, including referring physician offices, prior to clinic appointments, print labels.Obtain missing encounter sheets; monitors and completes registration data.
  • Contact insurance companies to obtain prior authorizations.
  • Using electronic verification systems accurately verify insurance information for future patient appointments at least one week prior to appointment.
  • Following Flowcast protocols update insurances and certify verification.
  • Exercise independent judgment to identify appropriate location and reduce duplication of medical records.
  • May witness consent signing, escorting patients, may assist with clinical tasks, related to escorting patients to rooms and opening the encounter in eRecord.

Other duties

  • Work with Administrator to develop and implement efficiencies to increase accuracy of office functions. Identify and propose efficiencies for streamlining clinics, scheduling and patient flow.
  • Mail, copy, and other various duties as assigned.
  • Provide support for office including monitoring inventory of office supplies.


High School diploma and 2.5 years related work experience, or an equivalent combination of education and experience. Medical terminology experience preferred. Demonstrate ability to word process documents and enter the data into a database. Demonstrate skills related to achievement of customer satisfaction. Ability to act as a resource to less experience staff. Prefer experience with Flowcast, eRecord and Microsoft Office.

High degree of professionalism with excellent communication and strong customer service skills required. Demonstrates efficiency in prioritizing assignments, skill in proactively resolving problems and recommending and implementing continuous quality improvements. Demonstrated skill and efficiency in Flowcast Web, e-Record and electronic insurance verification procedures. Demonstrated efficiency in prioritizing assignments and skill in proactively resolving problems. Ability to work independently with minimal direction in a fast-paced environment required. Requires ability to rapidly adapt to potentially stressful and demanding situations while maintaining composure.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Outpatient Access Specialist

Location: Strong Memorial Hospital

Job ID: 202584

Regular/Temporary: Regular

Full/Part Time: Full-Time