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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):

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

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500127 Psych SMH Ambulatory Reg

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 203 H

Compensation Range:

$18.00 - $23.81

_The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._

Responsibilities:

GENERAL PURPOSE:

Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, In Basket management and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Performs occasional secretarial duties including faxing, coping, mailing letters, and putting away supplies. Assures 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 be a resource to new staff.

Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.

SCHEDULE:

+ MON-THU 7:30AM - 7PM; FRI 7:30AM - 5PM

ESSENTIAL FUNCTIONS

Reception:

+ Greets patients to initiate positive ambulatory experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, directs patients to next destination, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patients’ special needs (e.g., interpreters), monitors reception area to assure patient needs are met.

+ Provides interaction of warm hand-off when transferring calls.

+ Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations.

+ Assures cleanliness and order in the waiting room/lobby.

Registration:

+ Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account.

+ Enters information into the electronic medical record.

+ Requests patient e-mail address for confirmation purposes.

+ Assures completion of all appropriate forms by patients, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc.

Appointment Scheduling:

+ Schedules new and return visits to ambulatory care using the electronic medical record, monitors schedules and reports problems to Supervisor, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, assures patient satisfaction with visit prior to discharge from the area.

+ Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient.

+ May assist with single day Provider template changes if OAS is a Master Scheduler.

Telephone Management:

+ Answers phone in a timely and courteous manner.

+ Manages incoming clinic calls, sorts calls to various providers.

+ Opens a telephone encounter in eRecord when speaking with patients.

+ Assures routing of encounter in eRecord to the appropriate staff/provider.

+ Coordinates outgoing calls related to major functions above.

+ Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.

eRecord and Performance Analysis:

+ Edits and corrects registration errors and completes missing registration data.

+ Assists in charge reconciliation process.

+ Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.

+ Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing.

+ This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.

Customer interaction:

+ Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.

Other clinic service tasks as assigned:

+ May escort patient into the treatment corridor, collects height and weight information, records list of current medication, records basic visit documentation, obtains vital signs, etc.

+ Competencies must be verified by clinical staff before performance of any of these duties.

QUALIFICATIONS

Required:

+ High School diploma

+ 1 year related experience in an administrative office or customer service field required or Completion of Vision Care 1,2,3 courses

+ Or equivalent combination of education and experience

Preferred:

+ Medical terminology experience preferred

+ Demonstrated ability to word process documents and enter data into a database

+ Demonstrates the ICARE values to patient, families and staff

+ Demonstrated skills related to achievement of customer satisfaction

+ Ability to act as a resource to less experienced staff

+ Bi-lingual in English and Spanish

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 Classes). 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.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.