Outpatient Access Representative

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.

Job Location (Full Address): 220 Hutchison Rd, Rochester, New York, United States of America, 14620

Work Shift:

UR - Day (United States of America)
Compensation Range: $19.15 - $25.85 per hour

• Perform patient information processing for ambulatory care visits, including reception, registration, charge reconciliation, appointment scheduling, eRecord task management, In Basket management, and telephone encounter management using the electronic medical record (EMR) and patient access and revenue cycle systems.
• Greet patients, verify identity with two identifiers, identify healthcare provider, referral provider, and primary care physician, direct patients to the next destination, obtain necessary signatures, assess special needs, and monitor the reception area to ensure patient needs are met.
• Provide a warm hand‑off to registration and insurance management (RIM), update patients on waiting times every 15 minutes, protect Personal Health Information (PHI) per HIPAA regulations, and maintain cleanliness and order in the waiting room/lobby.
• Collect demographic, financial information and verify data accuracy to establish a billable account; enter information into EMR and the revenue cycle system; request electronic mail address for confirmation; ensure completion of required forms such as Medicare Secondary Payer assurance, HIPAA information, and Financial Assistance Program.
• Schedule new and return visits, pre‑register patients for next appointments, coordinate ancillary testing or referrals, follow‑up missed appointments and cancellations, manage correspondence, schedule interpreters, and external services to meet patient needs.
• Print After‑Visit Summary (AVS) at checkout when appropriate, using two identifiers to confirm correct patient information.
• Assist with provider template changes, collect co‑pays, prepare end‑of‑day deposits, reconcile discrepancies, and maintain charge reconciliation.
• Answer telephone calls promptly and courteously, manage incoming clinic calls, sort calls to appropriate staff or providers, open telephone encounters in EMR, and coordinate outgoing calls related to major functions.
• Provide information to patients to reduce unnecessary call distribution, forward calls, page providers, and take messages.
• Correct registration errors, complete missing data, ensure accuracy of patient schedules, identify opportunities to reduce repetitive work, and manage multiple EMR processes including In Basket and referral work queue processing.
• Assess urgency of situations, determine appropriate routing, serve as a resource for handling complaints, apply service recovery concepts, and act as a front‑line problem solver.
• Escort patients into treatment corridors when needed; record height, weight, current medications, vital signs, and basic visit documentation.
• Other duties as assigned.

• High school diploma and one year related experience in an administrative office or customer service field, or an equivalent combination of education and experience.

• Medical terminology experience preferred.
• Proficiency in word processing documents and database data entry preferred.
• Demonstration of the ICARE values to patients, 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.