Patient Access Representative

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):

625 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

920755 UDFG Dental Faculty

Work Shift:

UR - Day (United States of America)

Range:

UR URCC 204 H

Compensation Range:

$19.72 - $26.62

Responsibilities:

Performs functions associated with patient information processing for dental visits. Completes the tasks of reception, registration, charge reconciliation, appointment scheduling, telephone encounter management, processing of referrals and pre-determination of benefits, and medical and dental insurance verification. Ensures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer-friendly manner. May act as a resource to new staff.

ESSENTIAL FUNCTIONS

• Collects patient demographic and financial information in an efficient, customer-oriented manner and asks specific questions of the patient to verify information accuracy to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Ensures completion of all appropriate forms by patients, such as Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity.
• Schedules new and return visits using the electronic medical record. Monitors schedules and reports problems to leadership. Pre-registers patients for the next visit and coordinates appointments for ancillary testing or referrals to other clinic sites. Follows up on missed appointments and cancellations. Completes any correspondence or forms involved with appointment scheduling. Schedules interpreters or outside services to meet patient’s needs. Ensures patient satisfaction with visits prior to discharge from the area. Prints After Visit Summary at check-out when appropriate, using 2 patient identifiers to ensure provision of the summary to the correct patient. Collects patient payments, prepares end-of-day deposits, and reconciles any discrepancies.
• Greets patients to initiate positive experience. Requests patient identification using two identifiers to verify the correct patient identifies healthcare provider to be seen, obtains signatures as needed, and identifies and assesses patients' special needs. Monitors reception area to ensure patient needs are met. Updates patients regarding waiting time for the provider every 15 minutes. It protects patients' personal health information (PHI), as indicated by HIPAA regulations. Ensures cleanliness and order in the waiting room/lobby. Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a point person for handling complaints, and utilizes service recovery concepts.
• Answers phone in a timely and courteous manner. Manages incoming clinic calls and sorts calls to various providers. Coordinates outgoing calls related to the major functions. Provides information to patients to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Initiates insurance preauthorization, verification, and/or service authorization in advance of treatment through a review of dental insurance benefits and requirements. Maintains working knowledge of various insurance policies and regulations.
• Processes all internal and external referrals, prioritizing referrals based on department policies. Employs tracking mechanism to ensure referral approvals and appointments are obtained promptly.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

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

KNOWLEDGE, SKILLS AND ABILITIES

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

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.