Outpatient Access Specialist

Rochester, NY


Under general supervision of the Administrator for the GI clerical team, the Outpatient Access Specialist provides support in for front desk (check-in/check-out), patient navigation calls, and appointment scheduling and health information management for a very busy medical practice. As an integral member of the GI health care team, the Outpatient Access Specialist will collaborate with other OAS, referral staff, Physician Support Specialists, medical providers, nursing staff to ensure that internal, external referrals and follow up appointments are responded to in a timely fashion.


Patient Check In and Check Out – as assigned

When patients arrive for their clinic or procedure appointments, verify their identification and insurance and utilize eRecord to check patients in. Ensure that patients sign and complete documents such as the Notice of Privacy Practice, MSPQ and provide them with other pertinent appointment related forms. Collect any applicable copays from patients at the end of their visit. Communicate with family members about the status of patients who are having procedures. Communication with clinic staff members. Provide patient with a copy of their After Visit Summaries (AVS). May require floating between locations as needed. Schedule follow up appointments for patients upon conclusion of their office visits, for both in-person and telemedicine visits. Send tasks to providers and/or scheduling secretaries to ensure appointments are scheduled in a timely manner.

Appointment Scheduling and Patient Navigation Support – as assigned

Schedule procedures, follow-up appointments, and ancillary tests with input from physicians and other health care personnel, from check-out or from an in-basket. Assist with pre-procedure patient navigation by calling patients (per protocol) to confirm patient appointment and review pre-procedure instructions. Ensure that appropriate instructions for any procedures that a patient is scheduled for are provided to the patient. Review preparation instructions with patients as needed. Send tasks to providers and/or scheduling secretaries to ensure patient needs are met prior to scheduled appointment and any cancellations are re-scheduled in a timely manner.

Inbound Phone Calls:

Independently answers a large volume of inbound calls from patients and referring offices following prescribed protocol and Standard Operating Procedures. Handles or appropriately redirects all inbound phone calls for the Gastroenterology & Hepatology Division. During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations. Assesses the urgency of the situation and determines the appropriate action or referral source. Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions. Resolves inquiries efficiently and escalates appropriately so all calls are resolved/documented.

Control Desk – as assigned

Support nursing for during the patient admission process to include but not limited to preparing consent forms, communication with nursing and front desk, create epic schedules for in-patient needs. Phone triage and running for supplies in support of the charge nurse and unit needs. Responsible for photo and data entry of procedure photos and records into computer based storage system and image processing as needed. Assist with submission and communication of facilities and maintenance requests, assist with submission and communications with patient transportation as needed.

Documentation Management: - as assigned

Requests necessary reports, records and tests for referral completion. Process incoming faxes, review and route to HIM so they can be uploaded into the patients’ charts. Convert external referrals received via faxed into an internal electronic eRecord referral. Ensure accurate registration is completed, updating patient demographic information if needed. Organize and prioritize workload based on acuity. Complete Request of Information (ROI) for patients/offices seeking patient records.

Other Duties – as assigned

Assist with gathering end of day reports as applicable, collecting copays, assist with ancillary appointment scheduling as needed for patients and other duties as assigned



  • High school diploma or equivalent required

  • Associates degree in Medical, Secretarial, billing or related field preferred

  • 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

  • Demonstrated customer service skills preferred

  • Medical Terminology, experiences with surgical/appointment scheduling software and electronic medical records, preferred.

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

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 007 Medicine SMH Gastrointestinal
Schedule: 8 AM-4:30 PM