Outpatient Access Rep II

Rochester, NY


General Purpose:

Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, appointment scheduling, task management, telephone call management using the electronic medical record and patient access and revenue cycle systems. Assures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer friendly manner. May be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.


Reception: Greets students/patients to initiate positive ambulatory experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination. Obtains signatures as needed (e.g., for insurance forms), identifies and assesses patients special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.

Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record. Requests patient e-mail address for confirmation purposes. Assures completion of all appropriate forms by patients, as needed.

Appointment Scheduling: Schedules new and return visits to ambulatory care using the electronic medical record; reports any problems to Supervisor.

Collect co-pays as appropriate, prepare end of day reconciliation per departmental guidelines; reports any discrepancies to supervisor.

Telephone Management: Answers phone in a timely and courteous manner. Manages incoming calls as per department guidelines. Provides appropriate information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, takes messages and/or sends tasks per department protocols.

Performance Analysis: Edits and corrects registration errors and completes missing registration data. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.

Customer interaction: Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.

Other duties as assigned


  • High School diploma required

  • Medical terminology preferred

  • 2 years related work experience in an administrative office or customer service field required

  • Equivalent combination of education and experience accepted preferred

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 17.47 - $ 23.58 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Apply for Job

  • Careers

  • Sign In

  • New User

Location: Central Administration
Full/Part Time: Full-Time