Outpatient Access Representative TAR/Per Diem - Canandaigua

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

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• 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 patients’ 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.  Enters information into the electronic medical record and patient access and revenue cycle system.  Requests patient e-mail address for confirmation 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 Financial Assistance Program, etc.
• 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, 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 (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.  May assist with Provider template changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.
• 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 distribute the telephone call, forwards calls, pages providers, and takes messages. 
• 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 clinic service tasks as assigned:  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.  Competencies must be verified by clinical staff before performance of any of these duties.

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

• 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

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.