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University of Rochester Outpatient Access Specialist - 229051 in Rochester, New York

Outpatient Access Specialist Job ID 229051

Location Strong Memorial Hospital Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 007 Speech Pathology

Responsibilities

POSITION SUMMARY:

With general direction from Administrator and/or Clinical Manager performs routine and non-routine duties requiring advanced secretarial or word processing skills and proficiency in a medical office. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, In Basket management, work queue management and Telephone encounter 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.

SUPERVISION AND DIRECTION RECEIVED:

Receives general direction from Administrator and/or Clinical Manager.

DAYS AND HOURS WORKED:

Monday through Friday - hours vary based on assignment

TYPICAL DUTIES:

  • Reception: Greets 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. Updates patients regarding waiting time for the provider every 15 minutes. 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. Provides interaction of warm hand-off to registration & insurance management (RIM) when applicable. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc.

  • Appointment Scheduling: Serves as liaison, appointment coordinator, and patient advocate between the referring office, specialists and patient to assist in the coordination of scheduled visits. Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-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), assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary {AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. May assist with Provider template changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.

  • Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.

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

  • Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing, process incoming referrals, verify patient insurance benefits and obtain prior authorizations for office visits if needed. Documents all communications pertaining to the referral and/or insurance authorization in the notes section of the Epic referral record.This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.

  • 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 clinic service tasks as assigned: May escort patient into the treatment corridor, collects height and weight information, records list of current medication, records basic visit documentation, obtains vital signs, etc. Competencies must be verified by clinical staff before performance of any of these duties.

QUALIFICATIONS:

High School diploma and 2 years related work experience in an administrative office or customer service field; or an equivalent combination of education and experience required. Medical terminology experience preferred. Demonstrated ability to word process documents and enter data into a database. Demonstrated skills related to achievement of customer satisfaction. Demonstrates the ICARE values to patient, families and staff. Ability to act as a resource to less experienced staff.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

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