Outpatient Access Specialist
Rochester, NY
GENERAL PURPOSE:
Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge reconciliation process, 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. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.
JOB DUTIES AND RESPONSIBILITIES:
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 patient special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Provides interaction of warm hand-off to registration & insurance management (RIM). 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.
Appointment Scheduling: 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, 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. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.
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. 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 duties as assigned - May escort patient into the treatment corridor; develop activities for children and families in the waiting room
QUALIFICATIONS:
High School Diploma required. 1 year of related work experience in an administrative capacity or customer service field required or an equivalent combination of education and experience required. Demonstrated ability to word process documents and enter data into a database preferred. Demonstrated skills related to achievement of customer satisfaction preferred.
1 year of related work experience in an administrative capacity or customer service field required or an equivalent combination of education and experience required.
Bi-lingual -preferred
Demonstrated ability to word process documents and enter data into a database preferred.
Demonstrated skills related to achievement of customer satisfaction 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: $17.00 - $22.10 Houlry
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.
Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 007
Schedule: 10:30 AM-7 PM; WKNDS 8:30 AM-2 PM Rotate