Patient Access Representative III, Medical Center I, 830a-5p

UofL Health · Louisville

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Job Description Summary:

Job Description:

Position Summary and Purpose
The Patient Access Representative III is responsible for communicating with patients, physicians and clinical staff in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, the representative will create a positive impression for UofL Health while scheduling patient appointments according to clinic operating standards.

Essential Functions:

• Answers all incoming calls with exceptional customer service with a focus on compassionate patient centered care
• Accurately schedules and reschedules new, return, and referring provider appointments within assigned group or warmly transfer to level II agents
• Effectively utilizes physicians’ template and guidelines using access center technologies
• Determines appropriate physicians for all non-directed referrals
• Fields non-clinical and clinical patient questions or transfer to appropriate clinical parties
• Sets patient’s expectations for their visit ensuring an excellent patient experience
• Calls patients to reschedule appointment when clinic is cancelled
• Reviews incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner
• Retrieves relevant information by effectively using current clinic/hospital software (e.g. Allscripts, Centricity Business), online paging systems and other clinic/hospital systems

Other Functions:

• Regularly monitors guided schedule documents to ensure up to date scheduling compliance
• Adheres to group productivity and quality metrics
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

Additional Job Description:

Job Requirements
(Education, Experience, Licensure and Certification)
Education:
•    High school diploma or GED/Equivalent (required) 
Experience: 
•    A minimum of two (2) years’ experience scheduling for multiple physician practices OR equivalent experience working as a Patient Access Representative I in 2+ assigned specialty groups (required)

Job Competency:
Knowledge, Skills, and Abilities critical to this role: 

• Excellent customer service skills are required
• Must be dependable, professional and a team player
• Ability to adhere to deadlines
• Collaboration & Teamwork – works cooperatively and collaboratively with others toward the accomplishment of shared goals.
• Service Orientation – desire to serve and focus one’s efforts on discovering and meeting the needs of internal and external customers.
• Communication – practices attentive and active listening and can restate opinions of others; communicates messages in a way that has the desired effect.
• Integrity – conducts business with honesty and professional ethics. Seeks to achieve results in the best interest of the organization. Models and reinforces ethical behavior in self and others.
• Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
• Organized – manages time effectively, keeps tasks appropriately prioritized
• Flexible – ability to change directions as needed for the good of the department or organization
• Emotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed manner
• Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance

Language Ability:

• Must be able to communicate effectively in both verbal and written formats
• Adequate conversational English is required in order that the individual be able to take direction from management, understand how to complete job tasks, communicate adequately with patients and co-workers as necessary, understand and follow safety guidelines, and organizational policies

Reasoning Ability:

• Able to troubleshoot and solve customer service issues in a professional and timely manner
• Able to think critically to understand a problem or topic by analyzing facts, collecting information, asking thoughtful questions and evaluating possible solutions

Computer Skills:

• Proficient in the use of Microsoft Office Suite (email, Word, Excel, etc.)
• Must have the ability to learn and use the electronic documentation system appropriately

Additional Responsibilities:

• Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
• Maintains confidentiality and protects sensitive data at all times
• Adheres to organizational and department specific safety standards and guidelines
• Works collaboratively and supports efforts of team members
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

UofL Health Core Expectation:
At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:

• Honoring and caring for the dignity of all persons in mind, body, and spirit
• Ensuring the highest quality of care for those we serve
• Working together as a team to achieve our goals
• Improving continuously by listening, and asking for and responding to feedback
• Seeking new and better ways to meet the needs of those we serve
• Using our resources wisely
• Understanding how each of our roles contributes to the success of UofL Health

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