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University of Rochester Logo University of Rochester · Customer Service

ED Access Representative II

United States of America, Rochester 18.50 - 24.98 USD / Hour · Job Posted February 21, 2026
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Job Description

Coordinates functions associated with visits to the Emergency Department. Monitor and ensure that all functions are completed in an accurate, efficient, and patient/customer friendly manner. Facilitate work flow in the department by supporting clinical staff.

Job Responsibility

  • Coordinates functions associated with visits to the Emergency Department
  • Monitor and ensure that all functions are completed in an accurate, efficient, and patient/customer friendly manner
  • Facilitate work flow in the department by supporting clinical staff
  • Greets patients to initiate positive experience, requests patient identification, collects and verifies patient demographic and financial information
  • Initiates the ED medical/financial record and identifies forms needed for specific ED visit
  • Assembles ED charts for admissions and discharges, ensuring all paperwork is completed and distributed appropriately
  • Performs duties and achieves and maintains proficiency in the provision of excellent customer service, accuracy of data, and efficiency of work
  • Coordinates daily efforts to edit and correct registration and billing errors during full registration process
  • Identifies ways to reduce follow-up, repetitive or corrective work
  • Utilizes eRecord programs to facilitate workflow
  • Manages patient tracking system, ensuring correct location of patients within ED
  • As a designated preceptor, provides training to other EDAS staff on all aspects of department-specific work, including orientation to department and hospital, registration process, and customer service
  • Acts as information resource for all departmental staff in regard to registration and workflow activities
  • Attends education programs for the department at the direction of supervisor and teaches other staff
  • Ensures an accurate and complete full registration of the patient is completed prior to discharge of the patient, including insurance verification for new and self-pay patients
  • Follows up on hold bill report to facilitate reimbursement for Emergency Department services
  • Collects co-pays
  • Triages patient calls, assesses the urgency of a situation and determines the appropriate action
  • Serves as point person for handling complaints
  • Answers incoming phone calls in communications center, routing calls as appropriate
  • Coordinates transportation for discharged or transferred patients as needed
  • Provides support for departmental activities, including monitoring inventory of supplies and supply ordering
  • Performs other patient focused tasks, such as escorting patients, offering comfort items, witnessing consent signatures, faxing charts, pulling charts for QA audits or patient care follow up, managing and stocking forms and supplies, and managing requests from clinical staff

Requirements

  • High School diploma and 1-year related work experience in an administrative office or customer service field required
  • Or equivalent combination of education and experience
  • Demonstrated ability to word process documents and enter data into a database preferred
  • Demonstrated skills related to achievement of customer satisfaction preferred
  • Medical terminology experience preferred

Nice to have

  • Demonstrated ability to word process documents and enter data into a database
  • Demonstrated skills related to achievement of customer satisfaction
  • Medical terminology experience
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