Outpatient Access Rep III

Rochester, NY

Responsibilities

The Lead Outpatient Access Representative (OAR III) coordinates activities of the Outpatient Access Representative II (OAR II), providing staff training, operational support, and ensuring accuracy, efficiency, and customer service. Acts as a resource for complex decision-making and technology adaptation.

Responsibilities:

  • Perform duties of Outpatient Access Representative II as needed.

  • Set standards for customer service, accuracy, and efficiency.

  • Coordinate with Practice Manager to ensure consistent processes across multiple locations.

  • Handle HR tasks: schedule staff, verify hours, manage sick calls, and vacation coverage. Provide input on staff performance and assign special projects.

  • Lead complex scheduling and procedure coordination, train staff, and troubleshoot issues.

  • Develop and implement staff training programs, monitor compliance, and update policies and procedures.

  • Support direct provider workflows, solve advanced problems, and manage post-visit paperwork.

  • Identify and implement operational improvements.

  • Manage financial accounts, review compliance metrics, and update workflows as needed.

  • Maintain and manage clinic schedules, address scheduling issues, and recommend improvements.

  • Handle patient experience and employee engagement activities, manage complaints, and initiate service recovery.

  • Attend relevant meetings and work on special projects.

Qualifications:

  • High School diploma required.

  • 2 years of experience in an administrative capacity or customer service field, or an equivalent combination.

  • Medical terminology experience required.

  • Preferred: Demonstrated customer relations skills.

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: Strong Memorial Hospital
Full/Part Time: Full-Time
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