Outpatient Access Representative

Job Location:

699 S Main St, Suite 6, Canandaigua, New York, United States of America, 14424.

Schedule:

Full time, 40 hours per week. Compensation Range: $19.15 - $25.85 per hour.

• Perform functions associated with patient information processing for ambulatory care visits.
• Complete reception, registration, charge reconciliation, appointment scheduling, eRecord task management, In Basket management, and telephone encounter management using the electronic medical record and patient access and revenue cycle systems.
• Ensure patient satisfaction with information processing and reception service.
• Accurately and efficiently generate a billable service for the provider.
• Act as a resource to new staff as needed.

• Greet patients to initiate positive ambulatory experience, request patient identification, verify identity with two identifiers, identify healthcare provider, referring provider, and primary care physician, direct patients to next destination, obtain signatures, assess special needs, and monitor reception area to ensure needs are met.
• Provide warm hand-off to registration and insurance management (RIM).
• Update patients regarding waiting time for the provider every 15 minutes.
• Protect Personal Health Information (PHI) per HIPAA regulations.
• Maintain cleanliness and order in the waiting room/lobby.
• Collect patient demographic and financial information efficiently and customer‑oriented.
• Ask specific questions to verify information accuracy and establish a billable account.
• Enter information into EMR and patient access and revenue cycle system.
• Request patient e‑mail address for confirmation.
• Ensure completion of all appropriate forms by patients (e.g., Medicare Secondary Payer assurance, HIPAA info, identification verification, Financial Assistance Program).
• Schedule new and return visits, pre‑register patients, coordinate appointments for ancillary testing or referrals, follow‑up missed appointments and cancellations, complete correspondence or forms, schedule interpreters, and outside services.
• Print After Visit Summary at checkout when appropriate and use two identifiers to ensure correct patient.
• Assist with provider template changes as necessary.
• Collect patient co‑pays, prepare end‑of‑day deposits, and reconcile discrepancies.
• Answer phone promptly and courteously, manage incoming clinic calls, sort calls to providers, open telephone encounter in EMR, route encounters, coordinate outgoing calls, and take messages.
• Edit and correct registration errors, complete missing data, assist in charge reconciliation, ensure schedule accuracy, and identify ways to reduce repeat work.
• Manage multiple processes in EMR including In Basket and referral queue processing, ensuring accurate and concise information.
• Assess urgency, determine appropriate routing, serve as resource for complaints, use service recovery concepts, and act as front‑line problem solver.
• Assisting patient intake into treatment corridor, collecting height/weight, recording medication list, basic visit documentation, vital signs as required.

• High School diploma and 1 year related experience in an administrative office or customer service field
  * or* completion of Vision Care 1, 2, 3 courses, or equivalent combination of education and experience.

• Medical terminology experience preferred.
• Ability to word‑process documents and enter data into a database preferred.
• Demonstrates 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 and not discriminating on any protected characteristic under applicable law.