Outpatient Access Rep III

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

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ESSENTIAL FUNCTIONS

• Performs duties of Outpatient Access as required by departmental needs. Sets the standard for customer service, accuracy, and efficiency in the Outpatient Access work areas.
• May take on one or more specialized functions, as assigned, including Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support.
• 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 as needed/approved.
• Coordinates activities for staff training, internal and external to department. Schedules training through education services and eRecord for newly hired staff. Creates schedule for new staff to learn clinic functions. Monitors staff compliance with in-services/competency achievement. Develops programs for further education for staff. Works with supervisor to enhance education and interdisciplinary work on the unit.
• Reviews dashboard for front-end staff compliance to enterprise metrics daily. Where appropriate, follows-up with providers to reconcile discrepancies, and provides recommendations to supervisor for updates to workflows.
• Serves as a role model for excellent customer service to patients and their families, providers and staff. Serves as a point person for handling complaints, initiates service recovery activities and acts as front-line troubleshooter and problem solver. Partners with the Clinic/Practice Manager to implement activities with staff to improve office culture and employee engagement.
• Works with faculty practice and clinic representatives to maintain clinic schedules, instructs appointment scheduling staff regarding schedule changes, and proactively reviews future schedules to identify problems. Reviews management reports and actual schedules, reports trends affecting the schedules and recommends changes to improve patient flow.
• Works on special projects as assigned. Interfaces with leaders from the registration insurance management department, enterprise training, patient financial services office and others as required of role.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 year’s experience in an administrative capacity or customer service field required
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• Medical terminology experience required
• Demonstrated customer relations skills preferred

EOE Minorities / Females / Protected Veterans / Disabled:

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.