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University of Rochester Outpatient Access Specialist - 235287 in Rochester, New York

Outpatient Access Specialist Job ID 235287

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

Time as Reported Grade 007 Psychiatry SMH Child Partial



Partial Hospitalization Program Director

Position Summary:

Coordinates functions associated with clerical support and with patient information processing for the Child and Adolescent Partial Hospitalization Service (CAPHS). Acts as a resource to clinical staff providing care to patients. Monitors and ensures that all functions are completed in an accurate, efficient, and customer friendly manner. Subscribes to the Department’s goal of creating a culturally competent environment by treating patients/families, trainees, research subjects and co-workers in a sensitive and caring manner with appropriate attention to cultural differences. Participates in available cultural competence events and training. Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge capture and charge entry, appointment scheduling, eRecord task management, In Basket 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 Exercised:

Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions independently. May train new or less experienced support staff.

Machines and Equipment Used:

Standard office equipment including but not limited to: telephone, fax machine, copier, computer, and printer.

Typical Duties:

Secretarial support:

For the PHP staff, including but not limited to the following:

  • Photocopying

  • Scanning

  • Faxing – sending faxes, checking fax machines for incoming faxes

  • Mail processing

  • Assembles patient and parent program materials.

  • Generating Therapist Daily Update spreadsheet

  • Sends Therapist Daily Update out to whole team

  • Putting away supplies and keeps workroom organized

  • Ensuring that fax/copiers have paper/ Alerts Sec IV if service is needed for machines


Responding to patients’ questions, with the ability to triage crisis concerns to appropriate clinical staff. 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 patient 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.


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 and patient access and revenue cycle system. Requests patient e- mail address for surveying 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 Charity Care information, etc.

Performance Analysis:

Edits and corrects registration errors, completes missing registration data, reconciles and edits charge entry, assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.

Appointment Scheduling:

Schedules new and admitted patients to CAPHS 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, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, assures patient satisfaction with visit prior to discharge from the area. Uses 2 patient identifiers to assure provision of the summary to the correct patient.

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 redirect the telephone call, forwards calls, pages providers, and takes messages.

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. Involves Secretary IV or Program Director when appropriate/necessary.

Other Clinic Service Tasks:

May escort patient into the treatment area from the corridor when they arrive or depart to accept or hand off supervision responsibility to parent/guardian, person delegated by parent/guardian, school or Medicaid funded transportation staff. Competencies must be verified by clinical staff before performance of any of these duties.

Receives incoming referrals:

Adds demographic information into Referral spreadsheet and Access Database.

Staff Meeting/ Monthly Professional Development:

Completes minutes for weekly staff meetings. Takes attendance and submits attendance evaluations to CEL from Monthly Professional Development Session (utilizing RED Cap).

Integrity Management of Attendance and Documentation:

Contacts patients and/or families who have not arrived to program after out of Program Appointments to assist in their return to daily treatment.

Ensures timely completion of clinical group notes, such that proper billing can be tallied for the Partial Hospitalization Service Bundle, by following up with staff as necessary. Audits the completion of daily group therapy notes, documenting attendance (present/absent) for each patient for each group for each treatment day. Brings concerns about tarty group note documentation to Program Director if trends are identified.


Completes other duties and projects as assigned by the CAPHS Director.


Is cross-trained and provides coverage for the CAPHS Secretary IV position duties during absences.


High School diploma and 1 year 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.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled