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About the Role
This role is crucial for processing patient information for ambulatory care visits, ensuring a seamless and positive patient experience from reception to check-out. It involves managing appointments, patient data, and financial information with accuracy and efficiency.
Responsibilities
- Perform functions associated with patient information processing for ambulatory care visits.
- Complete tasks of reception, registration, charge reconciliation, appointment scheduling, eRecord task management, In Basket management, and Telephone encounter management.
- Ensure patient satisfaction with information processing and reception services.
- Generate billable services for the provider with accuracy.
- Act as a resource to new staff.
- Greet patients, verify identity using two identifiers, and direct them to the appropriate destination.
- Update patients on waiting times every 15 minutes.
- Protect Personal Health Information (PHI) in accordance with HIPAA regulations.
- Ensure cleanliness and order in the waiting room/lobby.
- Collect patient demographic and financial information efficiently and in a customer-oriented manner.
- Enter information into the electronic medical record (EMR) and patient access and revenue cycle system.
- Ensure completion of all appropriate patient forms.
- Schedule new and return visits using the EMR and patient access and revenue cycle system.
- Monitor schedules and report problems to the Supervisor.
- Coordinate appointments for ancillary testing or referrals.
- Follow up on missed appointments and cancellations.
- Collect patient co-pays and prepare end-of-day deposits, reconciling any discrepancies.
- Answer phone calls in a timely and courteous manner.
- Manage incoming clinic calls and sort them to the appropriate providers.
- Open telephone encounters in EMR when speaking with patients.
- Ensure routing of encounters in EMR to the appropriate staff/provider.
- Coordinate outgoing calls related to major functions.
- Edit and correct registration errors and complete missing registration data.
- Assist in the charge reconciliation process.
- Ensure accuracy of patient schedules.
- Identify ways to reduce follow-up, repetitive, or corrective work.
- Manage multiple processes in EMR, including messaging in In Basket and referral work queue processing.
- Assess the urgency of a situation and determine appropriate routing for the patient.
- Serve as a resource for handling complaints and utilize service recovery concepts.
- Serve as a front-line problem solver.
- Escort patients into the treatment corridor, collect height and weight, record current medications, record basic visit documentation, and obtain vital signs (competencies must be verified by clinical staff).
- Perform other duties as assigned.
Requirements
- High School diploma and 1 year related experience in an administrative office or customer service field required.
- Completion of Vision Care 1,2,3 courses required.
- 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
- 10 Miracle Mile Dr, Rochester, New York, United States of America, 14623
Work Type
- Full time
- 40 hours per week
Experience Level
- 1 year related experience in an administrative office or customer service field
Education Level
- High School diploma
Salary/Compensations
- $19.15 - $25.85 per hour
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.