University of Rochester Outpatient Access Lead in Rochester, New York


Full Time 40 hours Grade 008 Plastic Surgery


Position Summary:

Under the direct supervision of the Clinical PSS -Office Manager. With general direction and judgment this positions provides secretarial support for the division of Plastic Surgery. Provides all activities associated with patient information processing for ambulatory care visits and acts as a resource to staff performing those functions. Monitors and ensures that all functions are completed in an accurate, efficient, and customer friendly manner. Performs complex secretarial and administrative duties, in a fast-paced environment with minimal direction and considerable latitude for independent judgment, in support of the clinical, educational, and academic programs in the Division of Colorectal Surgery. Assists the Office Manager through operational support and personnel related matters. Work as a team with office secretaries, technicians and all staff.



Greets patients to initiate positive ambulatory experience, identifies healthcare provider to be seen, directs patients to next destination, obtains signatures as needed (e.g. for insurance forms), identifies and assesses patients' special needs (e.g. interpreters), monitors the reception to ensure patient needs are met.


Collects and updates patient demographic and financial information in an efficient, customer oriented manner, asks specific questions of patient to verify information accuracy (or uses other sources like EMEV's reader) to ensure a billable account is established, enters information into hospital information system via automate system. Pull schedules for each clinic day to verify valid insurance. Collects co-pays at the time of registration. Insure proper forms are provided to the patient with assistance provided to patients as needed to ensure completion.

Appointment/Surgery Scheduling:

Schedules follow-up and return visits using the Hospital's information system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, occasionally coordinates appointments for ancillary testing, procedures, or referrals to other clinic sites, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedule outside services to meet patient's needs (e.g. transportation), ensures patients satisfaction with visit prior to discharge from the Department. Utilizes Televox to confirm patient appointments. Prints all reports, face sheets and schedules for the following day. Schedules appointments, tests, and surgeries, coordinating appointments, tests and consults in preparation for surgery or further clinical work-up. Interacts effectively in carrying out these responsibilities, presenting a positive image for the Division of Plastic Surgery. Demonstrates knowledge of medical terminology.

Telephone Management:

Receives incoming patient telephone calls for surgeon(s) and nurse practitioner(s), managing and/or resolving various scheduling/coordination issues and answering questions as needed. Coordinate scheduling of patients at multiple practice sites; coordinates referrals for consults. Obtains patient medical records to facilitate patient care. Triages telephone calls from patients and referring physicians to surgeons, residents and nurse practitioners. Using the Cadence and eRecord systems. Responsible for courteous and efficient telephone communications. Forwards calls, pages providers, and takes messages. Utilizes telephone standards per division standards

Financial Management/Billing:

Obtains authorizations and pre-verifies insurance as needed. Performs all front-end billing functions for colorectal surgery and ensures these functions are performed in an accurate and timely manner. Functional knowledge of ICD10 coding, insurance company referrals/precertification, worker's compensation and demographic information. Edits and corrects registration errors, completes missing registration data, reconciles and edits charge entry, ensures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.

Other Duties:

Performs miscellaneous tasks as assigned by the Supervisor. For example, faxing, preparing documents for scanning & scanning into eRecord. Ensures the waiting area is neat and orderly, and the office is properly secured at the end of the day. Coordinates work with nurse practitioner(s). Manages all incoming mail for surgeon(s) and nurse practitioner(s) assuring that all correspondence receives timely attention and is followed up appropriately. Assists with department hiring processes by training incoming new secretaries or temporary secretaries when requested. Functional knowledge of various office equipment. Provides coverage for absences within the division, off-site practice location, and within the department when requested. Cover the techs as needed- rooming patients, chaperoning procedures & taking vital signs.


High school diploma plus minimum of two years post high school education or three years relevant experience required. Equivalent combination of education and experience acceptable. Excellent interpersonal skills, organizational skills, and working knowledge of word processing and spreadsheet applications required. Experience in medical office setting required. IDX, e-record and medical terminology preferred. Excellent customer service skills a must.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Outpatient Access Lead

Location: Medical Faculty Group

Job ID: 209827

Regular/Temporary: Regular

Full/Part Time: Full-Time