University of Rochester Outpatient Access Specialist - 224167 in Rochester, New York
Outpatient Access Specialist
Strong Memorial Hospital
Full Time 40 hours Grade 007 CVSL RCPG & Cardiac Rehab
Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge capture and charge entry, 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.
SUPERVISION AND DIRECTION EXERCISED: Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.
MACHINES AND EQUIPMENT USED: Standard office equipment. May use some clinic equipment.
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. 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 eSurveying 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 Charity Care information, 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.
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.
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.
Performance Analysis: Edits and corrects registration errors, completes missing registration data, reconciles and edits charge entry, assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.
Financial Assistance Program: Establishes financial arrangements. Reviews management reports on visit and charge data daily and reconciles these reports with services provided. Where appropriate, follows-up with providers to reconcile discrepancies and provides recommendations to Supervisor for updates to charges.
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: 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 2 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 patient, families and staff. Ability to act as a resource to less experienced staff.
NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
University of Rochester
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