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University of Rochester Outpatient Access Specialist / SMH Clinic Front Desk - 232273 in Rochester, New York

Outpatient Access Specialist / SMH Clinic Front Desk Job ID 232273

Location Strong Memorial Hospital Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 007 CVSL Outpatient ACG & CC


8:00 AM-4:30 PM



The position serves the Cardiology Division patient population and referring physicians, combining reception/registration/scheduling duties in the Paul N. Yu Heart Center, and is under the direct supervision of the Administrator of the Heart Center and Cardiology Administrator. The position is the ‘face’ of the Unit’s hospital and private practice activities. The candidate must present an image that deserves respect and obtains required cooperation from providers, patients and referring physicians. The candidate must possess excellent communication skills and exercise independent judgment and initiative in registering, scheduling and communicating with patients. The position requires attention to detail - the ability to prioritize tasks, to type accurately, and be familiar with and comfortable working with computers. The candidate must be able to work independently, and perform routine and non-routine clerical duties of a specialized nature in an extremely busy environment.


  • Greet patients reporting for clinical visits and procedures. In a confidential and professional manner, confirm demographic and insurance information for entry into hospital wide computerized registration software system, EPIC. Evaluate acquired information for completeness and accuracy. Provide HIPPA onfidentiality policy notice to patients, obtain electronic documentation signatures as required.

  • Review Check Out Report from patients exiting clinic. Check for completeness and accuracy; communicate any discrepancies back to provider for clarification. Schedule procedures, Cadence follow-up appointments and ancillary tests with input from physicians and other health care personnel. This requires the ability to evaluate medical information provided, and to clarify information as needed for other areas. Collect co-pays as needed, maintain receipt information, cash pick-up and deliver each day to Cashiers Office. Provide patients and health care personnel with procedure descriptions and special instructions as necessary. Must possess the ability to provide answers to questions asked by patients, and to determine which questions should appropriately be addressed by physicians or other health care providers.

  • Assess and triage incoming calls. Evaluate patient's concerns and refer to physician or other health care personnel to address. Respond to callers independently, and follow-up to be sure all requests are handled in a timely fashion. Monitor eRecords electronic ordering activity, schedule requested appointments and notify patient. Using knowledge of complicated and ever-changing physician schedules enter appointments into Cadence and eRecords (CUPID) for each of the providers.

  • Requires determination of physician availability, and evaluation of patients who are not referred to a specific individual. Gather pertinent medical information and accurate billing information at the time of scheduling (from patient, referring physician and other health care professionals). Must project professional image to allow collection of accurate and complete medical information, while maintaining patient confidentiality issues. Communicate medical information to patients, and messages to other callers as directed by physicians, nurses and administrative staff. Direct calls to other departments as needed. Use sound judgment in handling calls, especially with upset patients. Understanding of when to escalate calls to physicians/practice manager/triage nurse.

  • Review all provider schedules in advance of clinic date to verify accuracy by reviewing the DAR (Department Appointment report) in Cadence. Rectify any errors that may have occurred. Create updated schedules on a daily basis to reflect add-ons and walk-ins. Communicate schedule changes to secretaries, physicians and off-site service areas as necessary. Monitoring of interoffice communication for changes to clinic schedules. Sort and mail appointment reminder and confirmation letters. Provide assistance with mailings and other projects as call volume permits.

    Other clinic service tasks as assigned


  • High School diploma required

  • 1 year related work experience in an administrative office or customer service field; or an equivalent combination of education and experience required

  • Medical terminology experience preferred

  • Must be willing to work in our Irondequoit, Brighton and Penfield offices.

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

  • Medical terminology knowledge and experience with Flowcast, EPIC or other EMR desired.

    How To Apply

All applicants must apply online.

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