Outpatient Access Representative

OUTPATIENT ACCESS REPRESENTATIVE (OAR) Position Information

URMC Urology

· 40 Hours a week – opportunity for limited overtime

· Bi-Weekly Paychecks

· Monday through Friday work week, hours can range between 7:00 AM – 5:00 PM for shifts and may alter with staff meetings and other requirements

· Paid Holidays off (Martin Luther King day, Memorial Day, Juneteenth, July 4th, Labor Day, Thanksgiving, Black Friday, Christmas, New Years)

· PTO (56 hours yearly granted January 1st)

· Accrued Vacation (approximately 4 hours accrued every paycheck)

· Mileage coverage to other offices outside the home base office, payout monthly with a completed form. Payments available direct deposit.

· Health, dental, vision, and life insurance coverage option

· 401k and retirement options

· Maternity Leave – PFL is applicable after employee has been here for 26 weeks, Short Term Disability available prior to that if the claim is appropriate

· Uniform Stipend for URMC attire yearly

· Business Casual attire expected daily outside of the uniform requirements

· This is an entry level position with the university, so pay rate tends to be between $17.00 and $18.00 an hour typically

TRAINING:

· Job training is completed via a few classes at our Rochester Tech Park on Elmgrove Road (classes are for your onboarding and orientation with the university, getting access to the scheduling Erecord system, basic check in and out instructions, patient registration, and obtaining your URMC employee badge at Strong Memorial Hospital)

DETAILS OF JOB DUTIES AND RESPONSIBILITIES:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

DETAILS OF JOB DUTIES AND RESPONSIBILITIES CONT.

7. Patient 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.

8. Other Clinic service tasks as signed: 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

Other tasks handled (but job duties not limited to):

- In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems

- Imaging Authorizations

- Inputting and calling on new referrals

- Appointment authorizations

- Call Center Triage

- Rescheduling patients due to provider vacations/OR days

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Retirement plan
• Uniform allowance
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No nights
• No weekends

Work setting:

• Clinic
• In-person
• Office
• Outpatient

Work Location: In person