University of Rochester Outpatient Access Specialist in Rochester, New York


Full Time 40 hours Grade 007 Pediatric Nephrology





Outpatient Access Specialist serves as the initial contact to the Allergy & Immunology Division. Position works with a team of 6-8 staff to support approximately 20 physicians and mid-level providers across additional Divisions of Genetics, Nephrology and Rheumatology in the Department of Pediatrics. Must be able to provide clinic support, triage incoming calls, schedule patient appointments, obtain pertinent medical information and accurately document in the appropriate programs, including the electronic medical record (EMR). Candidate will coordinate functions associated with patient information for ambulatory visits and act as a resource for staff performing patient-related functions. Candidate will use eRecord, Flowcast, OnBase and ePARC, as well as sort and distribute mail, and perform other duties as assigned. Candidate must demonstrate capability and desire to work independently and be a strong team player. Demonstrates ICARE* values in each of the major responsibilities while adhering to all institutional policies (HIPAA, etc.). Position is expected to be based in clinic, particularly to support Division of Allergy & Immunology, but will be assigned as operational needs dictate


Reception and Registration

  • Greets patients to provide a positive ambulatory experience.Performs check-in and/or check-out duties in clinic.Confirms demographic information, verifies insurance, and distributes clinical documents (forms, questionnaires, surveys).
  • Monitors registration errors, completes missing registration data, reconciles and ensures accuracy of patient information to ensure reduction in billing rejections.Identifies ways to reduce follow-up, repetitive, or corrective work.
  • Responsible for clinical preparation.Prints labels and prepares clinical documents.Ensures appropriate clinic paperwork is processed to be scanned into the chart after the visit.
  • Provides clinical and clerical support to providers, as needed.
  • Identifies and proposes efficiencies for streamlining clinics and scheduling and patient flow.

Appointment Scheduling

  • Schedules follow-up appointments for patients.
  • Coordinates appointments for ancillary testing, procedures or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient’s needs (e.g., transportation).
  • Works with Administrative Assistant to ensure outpatient clinics are opened and closed appropriately.

Financial Management

  • After each clinic, reviews encounter forms for completeness and scheduling follow up.Responsible for turning in forms to office.Follows up on missing charges or incomplete information, as directed.
  • Reconciles daily co-payments at the end of the day and balances cash drawer. Identifies and resolves discrepancies.

Access Center Coverage

  • Provides float coverage in Access Center, as operational needs dictate. Interacts with patients, families, providers and other customers on the telephone to provide support for a pediatric multi-specialty office.Must demonstrate ability to timely answer and efficiently triage incoming calls, determine nature/urgency of the calls, and handle appropriately.Must be able to communicate effectively and relay information correctly and efficiently in a complex medical environment.
  • Manages referrals (via eRecord and fax/mail) and schedules patient visits.Registers patient demographic and insurance information.
  • Develops and works “bump” and reminder lists effectively, timely and accurately.
  • Will be cross trained and work closely with staff in the Divisions of Genetics, Nephrology and Rheumatology.


  • Attends division meetings, office staff meetings and other relevant meetings, as requested.
  • Provides clerical assistance, including mail, faxing and errands.
  • Other duties, as assigned.


High School diploma and 2.5 years related work experience; or an equivalent combination of education and experience. Medical terminology experience preferred. Demonstrates skills related to achievement of customer satisfaction. Demonstrates the ICARE values to patients, families and staff. Demonstrates ability to word process documents. Ability to act as a resource to less-experienced staff.

Demonstrated customer service skills, specifically strong oral and written communication skills, are essential. Knowledge of eRecord, Flowcast and Microsoft Office programs are desired. For qualified candidates, training will be provided. Candidate must demonstrate accuracy in all correspondence including eRecord. Candidate must be able to work in a fast-paced, stressful environment, demonstrate efficiency in prioritizing assignments, and be able to multi-task. Candidate should be skilled in proactively resolving problems and recommending and implementing continuous quality improvement. Candidate must be flexible with work schedule.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Outpatient Access Specialist

Location: Medical Faculty Group

Job ID: 209933

Regular/Temporary: Regular

Full/Part Time: Full-Time