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University of Rochester Outpatient Access Specialist - 230405 in Rochester, New York

Outpatient Access Specialist Job ID 230405

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

Full Time 40 hours Grade 007 Ortho Clinic Front Office


8:30 AM-5 PM


Position Summary:

Performs functions associated with patient information processing for Older Adult Services. Completes the tasks of reception, registration, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Assures patient satisfaction with information processing and reception service. Responsible for functions being completed in an accurate, efficient, and customer friendly manner. May be a resource to new staff.

Responsibilities 100% (E):

Reception: Greets patients to initiate positive experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patient special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.

Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record. Assures completion of all appropriate forms by patients, requesting patient identification to verify identity, provision of Charity Care information, etc.

Appointment Scheduling: Schedules new and return visits to using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient needs (e.g., transportation), assures patient satisfaction with visit prior to discharge from the clinic. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient.

Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.

Manages multiple processes in eRecord including messaging in eRecord In Basket ensuring accurate and concise information is entered.

Performance Analysis: Edits and corrects registration errors, completes missing registration data, assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.

Customer interaction: Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.


High School diploma and 2 years related work experience or an equivalent combination of education and experience. Demonstrated ability to word process documents and enter data into a database. Demonstrated skills related to achievement of customer satisfaction. Ability to act as a resource to less experienced staff.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled