Outpatient Access Rep II Job at University of Rochester (Rochester)

Job Description

Performs functions associated with patient information processing for ambulatory care visits. Ensures 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.

Job Responsibility

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
Ensures 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 act as a resource to new staff
Greets patients to initiate positive ambulatory experience, requests patient identification, ensures 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, identifies and assesses patients’ special needs, and monitors reception area to ensure patient needs are met
Provides interaction of warm hand-off to registration and 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
Ensures 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 to establish a billable account
Enters information into electronic medical record (EMR) and patient access and revenue cycle system
Requests patient e-mail address for confirmation purposes
Ensures 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
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, and ensures patient satisfaction with visit prior to discharge from the area
Prints After Visit Summary (AVS) at check-out when appropriate, uses two patient identifiers to ensure provision of the summary to the correct patient
May assist with provider template changes
Collects patient co-pays, prepares end of day deposits and reconciles any discrepancies
Answers phone in a timely and courteous manner
Manages incoming clinic calls and sorts calls to various providers
Opens telephone encounter in EMR when speaking with patients
Ensures routing of encounter in EMR to the appropriate staff/provider
Coordinates outgoing calls related to major functions above
Provides information to patients to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages
Edits and corrects registration errors and completes missing registration data
Assists in charge reconciliation process
Ensures accuracy of patient schedules
Identifies ways to reduce follow-up, repetitive, or corrective work
Manages multiple processes in EMR, including messaging in In Basket and referral work queue processing, which is part of the patient legal medical record, therefore, ensures accurate and concise information is entered
Assesses the urgency of a situation and determines appropriate routing for the patient, serves as a resource for handling complaints, utilizes service recovery concepts, serves as front-line problem solver
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
Other duties as assigned

Requirements

High School diploma and 1 year related experience in an administrative office or customer service field required
Completion of Vision Care 1,2,3 courses required
Or equivalent combination of education and experience

Nice to have

Medical terminology experience preferred
Demonstrated ability to word process documents and enter data into a database preferred
Demonstrates the ICARE values to patient, families and staff preferred
Demonstrated skills related to achievement of customer satisfaction preferred
Ability to act as a resource to less experienced staff preferred

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Outpatient Access Rep II

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