Patient Access Representative III, Medical Center

** Position Summary and Purpose
** The Patient Access Representative III is responsible for communicating with patients, physicians and clinical staff 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 Health while scheduling patient appointments according to clinic operating standards.
*
* Essential Functions:

*
* • Answers all incoming calls with exceptional customer service with a focus on compassionate patient centered care  
• Accurately schedules and reschedules new, return, and referring provider appointments within assigned group or warmly transfer to level II agents  
• Effectively utilizes physicians’ template and guidelines using access center technologies  
• Determines appropriate physicians for all non-directed referrals  
• Fields non-clinical and clinical patient questions or transfer to appropriate clinical parties  
• Sets patient’s expectations for their visit ensuring an excellent patient experience   
• Calls patients to reschedule appointment when clinic is cancelled  
• Reviews 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  
• Retrieves relevant information by effectively using current clinic/hospital software (e.g. Allscripts, Centricity Business), online paging systems and other clinic/hospital systems
** Other Functions:*
* • Regularly monitors guided schedule documents to ensure up to date scheduling compliance  
• Adheres to group productivity and quality metrics  
• Maintains compliance with all company policies, procedures and standards of conduct   
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times  
• Performs other duties as assigned#
** Additional

Job Description:

**** Job Requirements  (Education, Experience, Licensure and Certification)
*
* Education:

• High school diploma or GED/Equivalent (required)

Experience:

• A minimum of two (2) years’ experience scheduling for multiple physician practices OR equivalent experience working as a Patient Access Representative I in 2+ assigned specialty groups (required)
** Job

Competency:

Knowledge, Skills, and Abilities critical to this role:*
* • Excellent customer service skills are required  
• Must be dependable, professional and a team player  
• Ability to adhere to deadlines  
• Collaboration & Teamwork – works cooperatively and collaboratively with others toward the accomplishment of shared goals.  
• Service Orientation – desire to serve and focus one’s efforts on discovering and meeting the needs of internal and external customers.  
• Communication – practices attentive and active listening and can restate opinions of others; communicates messages in a way that has the desired effect.  
• Integrity – conducts business with honesty and professional ethics. Seeks to achieve results in the best interest of the organization. Models and reinforces ethical behavior in self and others.  
• Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information  
• Organized – manages time effectively, keeps tasks appropriately prioritized  
• Flexible – ability to change directions as needed for the good of the department or organization  
• Emotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed manner  
• Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance

Language Ability:

• Must…