University of Rochester Outpatient Access Specialist in Rochester, New York
Full Time 40 hours Grade 007 Pediatrics Gastroe/Nutrition
HOURS VARIABLE BASED ON OPERATIONAL NEEDS; 7:45AM-4:15PM; 8AM-4:15PM; 8:30AM-5PM
The Outpatient Access Specialist (OAS) provides a high degree of customer service and clerical support to the Pediatric Gastroenterology and Nutrition practice and coordinates functions associated with patient information processing for ambulatory care visits. The OAS acts as a resource to faculty and staff. The Outpatient Access Specialist works closely with other coworkers, colleagues and associated medical providers. Monitors and ensures all functions are completed in an accurate, efficient and customer friendly manner. Pediatric GI is a highly complex subspecialty practice involving but not limited to medical procedures serving the inpatient and outpatient population. The position interfaces with the different divisions throughout the Department of Pediatrics and other practices. Demonstrates ICARE* values in each of the major responsibilities.
OAS will be assigned a consistent shift. However, OAS staff must be available for all shifts at the supervisor’s discretion based on the needs of the Division as they arise. The Division has two locations, Clinton Crossing Medical Center and the Golisano Children’s Hospital. OAS will routinely report to the Clinton Crossings location.
Responsible for courteous and efficient telephone communications. Manage incoming calls, triage calls to medical staff following the division guidelines. Coordinate outgoing calls to patients, other departments, insurance companies for patient care and/or scheduling. Verify patients name, date of birth, address, phone number and pharmacy. Take clear and concise telephone messages; appropriately routing to nurses, nurse practitioners, fellows and MDs.
Reception (Check-In and Check-Out):
On a rotating basis, all OAS staff will greet patients to initiate a positive ambulatory experience, identify healthcare provider to be seen, direct patient to next destination, 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 the provider and the patient if there is a delay to patient’s appointment time. OAS must remain in the office until the last patient has checked out and no longer requires assistance. Hand out patient satisfaction surveys twice monthly.
Review orders queue and after visit summary (AVS) to schedule radiological exams, procedures, follow up visits, and/or interpreter services at the time of check out. Obtain necessary authorizations for radiological exams. Print AVS after inserting any necessary instructions and give to the patient/parent or legal guardian. Review AVS prior to handing to the patient/parent or legal guardian; verify correct patient receives form.
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. Using Flowcast, print daily schedules.
Serve as a focal point for handling patient issues and serve as front-line problem solver.
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.
Schedule new and follow up appointments. Utilize triage guidelines to schedule new patient appointments or forward clinical information to the nurse for review. Cancel and reschedule appointments; schedule radiology, procedures and interpreter services. Manage electronic bump lists and waiting lists by calling patients to reschedule or to offer a sooner appointment.
Electronic Medical Record Management (eRecord and OnBase):
Must be able to navigate and use eRecord software for documenting patient related calls and information. Responsible for taking and completing tasks from the Peds GI Staff Pool In-basket within 24 hours from the time the encounter was generated.
Responsible for retrieving and distributing faxes to the intended recipients. Medication refills, prior authorization requests, new patient information which originate on the fax machine is a shared responsibility of all OAS staff.
Subject Matter Experts (SME):
Act as the SME for all prior authorizations and referrals to out of area providers. Be able to answer prior authorization questions, make work flow suggestions and assist co-workers with locating, completing and routing the correct forms to insurance companies.
Gather and prepare mail for the courier. Sort and distribute mail to providers and staff. Open and scan lab results, radiology reports, and new patient information.
Keep the waiting room and other non-clinical areas neat and clean. Clean toys in accordance with the toy cleaning policy. This may include but is not limited to straightening, vacuuming, spill clean-up etc… to maintain a neat and cleanly environment.
Scan documents to eRecord. Participate daily in the required scanning set-up, scanning preparation, scanning indexing, scanning Quality Assurance review (verify accuracy of indexing of patient data). Attention to detail required when scanning into the EMR, determining proper folder for scanning documents, labeling reports appropriately and correctly and participate in the team effort of the QA process.
Other Clerical Duties:
Perform miscellaneous tasks as assigned by the Supervisor.
High School diploma and 2.5 years related work experience; or an equivalent combination of education and experience. Medical terminology experience preferred. Demonstrated ability to word process documents and enter data into a database. Demonstrated skills related to achievement of customer satisfaction. Medical office/clinic experience preferred. Demonstrate skill and efficiency in Flowcast, eRecord and electronic insurance verification system. Demonstrate ability to type accurately and prioritize assignments. Ability to act as a resource to less experienced staff. Demonstrates the ICARE values to patient, families, and staff.
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 OnBase. Demonstrated efficiency in prioritizing assignments and skill in proactively resolving problems. Ability to work independently and with minimal direction in a fast-paced, stressful environment required. Efficient and effective multi-tasking skill required. Must have reliable/efficient transportation.
EOE Minorities/Females/Protected Veterans/Disabled
Job Title: Outpatient Access Specialist
Location: Medical Faculty Group
Job ID: 201856
Full/Part Time: Full-Time