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University of Rochester Outpatient Access Lead - 227244 in Rochester, New York

Outpatient Access Lead Job ID 227244

Location Strong Memorial Hospital Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 008 Tow Path Family Medicine



Coordinates activities of Outpatient Access Specialists. Acts as a resource to staff performing those functions in a clinic setting. Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner. Coordinates all staff training activities. Assists Clinic Supervisor or Manager through operational support and personnel related matters, including performance evaluations, and developing plans for improvement in staff member’s completion of assigned activities.

Responsible for monitoring own performance on assigned tasks; is self-directed. Expert at making complex decisions independently and assists staff in complex decision making and adaptation to technology and systems used. Trains and coordinates the assignment and duties of Outpatient Access Associates and Outpatient Access Specialists and those of less experienced support staff.


  • Coordination of activities: Identifies, implements and monitors operational changes to improve clinic functioning in conjunction with supervisor and other clinic staff. Updates and creates new policies and procedures. Incorporates new functions into the role of the Outpatient Access staff as needed.

  • Assists with personnel-related matters: Schedules staff work time, verifies time worked for supervisor in management of HRMS, and handles sick calls and vacation coverage needs. Provides input to supervisor on staff performance for evaluations and/or performance reviews. Works with supervisor to assure that all clerical functions are completed by available staff, assigns staff to special projects as needed. Acts as area authority in absence of supervisor.

  • Training: Coordinates all activities around staff training both internal and external to department. Once a staff member has been hired, schedules training through Educations Services and eRecord. Creates schedule for new staff to learn clinic functions; monitors staff compliance with in-services/competency achievement. Develops programs of further education for staff. Works with supervisor to enhance education and interdisciplinary work on the unit.

  • Financial account management: On a daily basis reviews Dashboard for front end staff compliance to enterprise metrics. Where appropriate, follows-up with providers to reconcile discrepancies, and provides recommendations to Supervisor for updates to workflows.

  • Template Management: Works with faculty practice and clinic representatives to maintain clinic schedules, instructs appointment scheduling staff regarding schedule changes, and pro-actively reviews future schedules to identify problems. Reviews management reports and actual schedules and reports to supervisor trends affecting the schedules and recommends changes to improve patient flow.

  • Customer interaction: Role models excellent customer service to patients and their families, providers and staff. Serves as a focal point for handling complaints, initiates service recovery activities, and serves as front-line trouble shooter and problem solver. Implements activities with Outpatient Access staff that will improve customer satisfaction.

  • Performs duties of Outpatient Access Specialists as required by departmental needs. Sets the standard for customer service, accuracy, and efficiency in the Outpatient Access work areas.

  • Performs other duties as required, including attendance at Ambulatory Manager’ meeting, working on special projects for Ambulatory Care, and working with faculty practices or other providers on special projects. Interfaces with leaders from the Central Insurance Verification Unit, Education Services, Patient Accounts Office and others as required of role.

  • Other duties as assigned.

QUALIFICATIONS: Associate's degree in Medical, Secretarial or related field required. 2-3 years of experience required or an equivalent combination of education and experience. Medical terminology experience required. Demonstrated customer relations skills preferred.