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Form of workThe Patient Access Representative II is responsible for communicating with patients and physicians in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.
JOB RESPONSIBILITIES
• Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
• Review incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner
• Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
• Accurately schedule patient appointments in accordance with physicians’ template and guidelines using access center technologies
• Regularly monitor guided schedule documents to ensure up to date scheduling compliance
• Determine appropriate physicians for all non-directed referrals
• Reschedule patients using proper functions
• Field non-clinical patient questions or transfer to appropriate clinical parties
• Set patient’s expectations for their visit ensuring an excellent patient experience
• Call patients to reschedule appointment when clinic is cancelled
• Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems
• Treat all matters confidentially concerning patient information according to HIPAA guidelines.
• Adhere to group productivity and quality metrics
• Other duties as assigned.
MINIMUM EDUCATION & EXPERIENCE
• High School Diploma or Equivalent required
• Knowledgeable of Microsoft Excel
• Successful completion of all required training
• Excellent customer service skills required
• Excellent written and verbal communication required
• A minimum of 2 years’ experience scheduling for multiple physician practices
o OR experience working as a Patient Access Representative I in two or more assigned specialty groups
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