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About the Role

The University of Rochester is committed to Meliora - Ever Better, with shared values of equity, leadership, integrity, openness, respect, and accountability. This role ensures a welcoming community where all can thrive.

Responsibilities

• Performs functions associated with patient information processing for ambulatory care visits.
• Completes reception, registration, charge reconciliation, appointment scheduling, eRecord task management, In Basket management, and Telephone encounter management using EMR and patient access/revenue cycle systems.
• Ensures patient satisfaction with information processing and reception services.
• Ensures accuracy to generate a billable service for the provider.
• Performs functions accurately, efficiently, and in a customer-friendly manner.
• May act as a resource to new staff.
• Greets patients, verifies identity using two identifiers, identifies healthcare provider and referring/primary care physician, and directs patients.
• Obtains necessary signatures and identifies/assesses patients’ special needs.
• Monitors reception area to ensure patient needs are met.
• Provides warm hand-off to registration and insurance management (RIM).
• Updates patients on waiting times every 15 minutes.
• Protects patient Personal Health Information (PHI) per HIPAA regulations.
• Ensures cleanliness and order in the waiting room/lobby.
• Collects patient demographic and financial information efficiently and in a customer-oriented manner.
• Enters information into EMR and patient access/revenue cycle system.
• Requests patient e-mail address for confirmation.
• Ensures completion of all appropriate forms by patients.
• Schedules new and return visits using EMR and patient access/revenue cycle system.
• Monitors schedules and reports problems to Supervisor.
• Pre-registers patients for next visit.
• Coordinates appointments for ancillary testing or referrals.
• Follows up on missed appointments and cancellations.
• Completes correspondence and forms related to appointment scheduling.
• Schedules interpreters and outside services.
• Ensures patient satisfaction with visit prior to discharge.
• Prints After Visit Summary (AVS) at check-out when appropriate.
• May assist with provider template changes.
• Collects patient co-pays, prepares end-of-day deposits, and reconciles discrepancies.
• Answers phone in a timely and courteous manner.
• Manages incoming clinic calls and sorts calls to various providers.
• Opens telephone encounters in EMR when speaking with patients.
• Ensures routing of encounters in EMR to appropriate staff/provider.
• Coordinates outgoing calls related to major functions.
• Provides information to patients to minimize call distribution.
• Forwards calls, pages providers, and takes messages.
• Edits and corrects registration errors and completes missing registration data.
• Assists in charge reconciliation process.
• Ensures accuracy of patient schedules.
• Identifies ways to reduce follow-up, repetitive, or corrective work.
• Manages multiple processes in EMR, including In Basket messaging and referral work queue processing.
• Assesses situation urgency and determines appropriate patient routing.
• Serves as a resource for handling complaints and utilizes service recovery concepts.
• Serves as a front-line problem solver.
• May escort patients into the treatment corridor, collect height/weight, record current medications, record basic visit documentation, and obtain vital signs (competencies must be verified by clinical staff).
• Performs other duties as assigned.

Requirements

• High School diploma and 1 year related experience in an administrative office or customer service field required or equivalent combination of education and experience.

Skills

• Medical terminology experience preferred
• Demonstrated ability to word process documents and enter data into a database preferred
• Demonstrates the ICARE values to patient, families and staff preferred
• Demonstrated skills related to achievement of customer satisfaction preferred
• Ability to act as a resource to less experienced staff preferred

Location

• 60 Corporate Woods, Brighton, New York, United States of America, 14623

Work Type

• Day Shift

Experience Level

• 1 year related experience

Education Level

• High School diploma

Salary/Compensations

• $19.15 - $25.85

About the Company

• 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.

Equal Opportunity

• 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.