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About the Role

The University of Rochester is seeking an individual to coordinate activities of Outpatient Access employees, acting as a resource and ensuring efficient, customer-friendly operations. This role involves staff training, operational support, and serving as a superuser for clinic systems.

Responsibilities

• Coordinates activities of Outpatient Access employees.
• Acts as a resource to staff performing clinic functions.
• Monitors and ensures accurate, efficient, and customer-friendly completion of all functions.
• Coordinates all staff training activities.
• Assists clinic leadership with operational support, including personnel matters and performance evaluations.
• Serves as the front office eRecord superuser.
• Assists with workflow design and implementation.
• Supports referral coordination and prior authorizations.
• Provides main provider support.
• Assists staff in complex decision-making and system adaptation.
• Trains and coordinates the duties of Outpatient Access employees and less experienced staff.
• Performs duties of Outpatient Access as required by departmental needs.
• Sets the standard for customer service, accuracy, and efficiency in Outpatient Access work areas.
• May take on specialized functions such as Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support.
• Identifies, implements, and monitors operational changes to improve clinic functioning.
• Updates and creates new policies and procedures.
• Incorporates new functions into the role as needed/approved.
• Schedules training through education services and eRecord for new staff.
• Creates schedules for new staff to learn clinic functions.
• Monitors staff compliance with in-services/competency achievement.
• Develops programs for further staff education.
• Works with supervisor to enhance education and interdisciplinary work.
• Reviews front-end staff compliance dashboard daily.
• Follows up with providers to reconcile discrepancies.
• Provides recommendations for workflow updates.
• Serves as a role model for excellent customer service.
• Serves as a point person for handling complaints and initiates service recovery.
• Acts as front-line troubleshooter and problem solver.
• Partners with Clinic/Practice Manager to improve office culture and employee engagement.
• Works with faculty practice and clinic representatives to maintain clinic schedules.
• Instructs appointment scheduling staff regarding schedule changes.
• Proactively reviews future schedules to identify problems.
• Reviews management reports and actual schedules.
• Reports trends affecting schedules and recommends changes to improve patient flow.
• Works on special projects as assigned.
• Interfaces with leaders from registration insurance management, enterprise training, patient financial services, and others.
• Performs other duties as assigned.

Requirements

• High School diploma and 2 years experience in an administrative capacity or customer service field required.
• Equivalent combination of education and experience may be considered.

Skills

• Medical terminology experience required.
• Demonstrated customer relations skills preferred.

Location

• 699 S Main St, Suite 3, Canandaigua, New York, United States of America, 14424

Work Type

• Full time

Experience Level

• 2 years experience in an administrative capacity or customer service field

Education Level

• High School diploma

Salary/Compensations

• $19.72 - $26.62

About the Company

• 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.

Equal Opportunity

• 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.