Outpatient Access Rep III

Rochester, NY

POSITION SUMMARY:

Coordinates activities of Outpatient Access Specialists. Acts as a resource to staff performing those functions in a clinic setting. Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner. Coordinates all staff training activities. Assists Clinic Supervisor or Manager through operational support and personnel related matters, including performance evaluations, and developing plans for improvement in staff member’s completion of assigned activities.

TYPICAL DUTIES :

  • Training- Coordinates all activities around staff training both internal and external to department. Creates schedule for new staff to learn clinic functions; monitors staff compliance with in-services/competency achievement. Develops programs of further education for staff. Works with supervisor to enhance education and interdisciplinary work on the unit.

  • Leadership- Assists with personnel-related matters: Schedules staff work time, verifies time worked for supervisor in management of HRMS, and handles sick calls and vacation coverage needs. Provides input to supervisor on staff performance for evaluations and/or performance reviews. Works with supervisor to assure that all clerical functions are completed by available staff, assigns staff to special projects as needed. Acts as area authority in absence of supervisor.

  • Outpatient Access Representative- Performs duties of Outpatient Access Representatives as required by departmental needs. Sets the standard for customer service, accuracy, and efficiency in the Outpatient Access work areas.

  • Template Management- Works with faculty practice and clinic representatives to maintain clinic schedules, instructs appointment scheduling staff regarding schedule changes, and pro-actively reviews future schedules to identify problems. Reviews management reports and actual schedules and reports to supervisor trends affecting the schedules and recommends changes to improve patient flow.

  • Financial Account Management- On a daily basis reviews Dashboard for front end staff compliance to enterprise metrics. Where appropriate, follows-up with providers to reconcile discrepancies, and provides recommendations to Supervisor for updates to workflows.

  • Coordination of Activities- Identifies, implements and monitors operational changes to improve clinic functioning in conjunction with supervisor and other clinic staff. Updates and creates new policies and procedures. Incorporates new functions into the role of the Outpatient Access staff as needed.

  • Customer Interaction- Role models excellent customer service to patients and their families, providers and staff. Serves as a focal point for handling complaints, initiates service recovery activities, and serves as front-line trouble shooter and problem solver. Implements activities with Outpatient Access staff that will improve customer satisfaction.

Other duties as assigned

QUALIFICATIONS :

  • High School Diploma and 2 years of experience in an administrative capacity or customer service field; or an equivalent combination is required.

  • Medical terminology experience is required.

  • Demonstrated customer relations skills are preferred.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $18.16 - $24.52 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Medical Faculty Group
Full/Part Time: Full-Time
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