University of Rochester Outpatient Access Specialist in Rochester, New York
Full Time 40 hours Grade 007 Pediatrics Cardiology
MON-THURS 8:30AM-5PM; FRI 8AM-4:30PM
The Telephone Outpatient Access Specialist provides a high degree of customer service and clerical support for the Children’s Heart Center at URMC (CHC) and coordinates functions associated with patient information processing for ambulatory care visits. Acts as a resource to providers and staff. Monitors and ensures that all functions are completed in an accurate, efficient and customer friendly manner. The CHC is composed of subspecialty clinics where approximately 5,000 patient visits and 15,000 diagnostic cardiac tests are performed annually. Pediatric Cardiology is a highly complex subspecialty serving both inpatient and outpatient populations. Demonstrates the ICARE values to patients, families, providers and staff (Integrity, Compassion, Accountability, Respect, Excellence).
Primary responsibility is management of a high volume of incoming calls. Opens a telephone encounter in eRecord when patients calls, assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling telephone complaints, utilizes service recovery concepts, serves as front-line problem solver on the phone. Coordinate appointments for ancillary testing as needed. Schedules procedures, follow up appointments and appointments with other specialty referrals internal and external to Medical Center; coordinates multiple visit appointments to reduce return visits resulting in increased customer satisfaction.
Performs duties of Outpatient Access Specialist as required based on operational needs. Achieves and maintains proficiency in provision of excellent customer service, accuracy of data, and efficiency of work. Is able to successfully cross cover all CHC OAS positions.
Coordinates daily efforts to edit and correct registration and billing errors, monitors area charges, ensures accuracy of patient schedules and when appropriate, follows-up with providers to reconcile discrepancies. Identifies ways to reduce follow-up, repetitive or corrective work.
Prepares billing for “Walk-In ECG Service” ECG charge entry and sends completed report to ordering providers. Maintains all charges and services rendered for the “Walk-In Service”. Assists with monthly ECG billing audit to ensure revenue was collected for all unscheduled tests.
Provides support for CHC activities including monitoring inventory of supplies, supply ordering and maintenance clinic services. Other duties as required.
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. Demonstrates the ICARE values to patients, families, providers and staff. Ability to act as a resource to less experienced staff. Demonstrated ability to type accurately on office equipment. Demonstrated customer relations skills. 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.
High degree of professionalism with excellent communication and strong customer service skills required. Demonstrate efficiency in prioritizing assignments, skill in proactively resolving problems and recommending and implementing continuous quality improvements. Demonstrate skill and efficiency in Flowcast Web, ePARC, eRecord and electronic insurance verification procedures. Ability to work independently and with minimal direction in a fast-paced, stressful environment required. Efficient and effective multi-tasking skill required. Position also rated according to attendance.
EOE Minorities/Females/Protected Veterans/Disabled
Job Title: Outpatient Access Specialist
Location: Medical Faculty Group
Job ID: 210657
Full/Part Time: Full-Time