Outpatient Access Rep II

Compensation

Compensation range: $19.15 – $25.85 per hour. Individual rates will be set within this range based on market data, education, experience, qualifications, expertise, and internal equity considerations.

Schedule

Full‑time, 40 scheduled weekly hours. Day shift (UR – Day). Remote work based in Albany, New York 12224.

Responsibilities

• Performs functions associated with patient information processing for ambulatory care visits.
• Completes reception, registration, charge reconciliation, appointment scheduling, eRecord task management, In Basket management, and telephone encounter management using the electronic medical record (EMR) and patient access and revenue cycle systems.
• Ensures patient satisfaction with information processing and reception service.
• Maintains accuracy to generate billable services for providers.
• Acts as a resource to new staff as needed.

Essential Functions

• Greets patients, verifies identity using two identifiers, identifies the healthcare provider, referring provider, and primary care physician, directs patients, obtains signatures, assesses special needs, and monitors the reception area to ensure patient needs are met.
• Provides a warm hand‑off to registration and insurance management (RIM) and updates patients on wait times every 15 minutes.
• Protects Personal Health Information (PHI) in accordance with HIPAA regulations.
• Maintains cleanliness and order in the waiting room/lobby.
• Collects patient demographic and financial information, verifies accuracy, enters data into the EMR and revenue‑cycle system, and obtains patient e‑mail addresses for confirmations.
• Ensures completion of required forms such as Medicare Secondary Payer assurance, HIPAA notices, Financial Assistance Program documentation, and other intake forms.
• Schedules new and return visits, pre‑registers patients, coordinates ancillary testing, referrals, interpreters, and outside services; follows up on missed appointments and cancellations; prints After Visit Summaries (AVS) at check‑out when appropriate.
• Collects co‑pays, prepares end‑of‑day deposits, and reconciles any discrepancies.
• Answers phones in a timely and courteous manner, manages incoming clinic calls, opens telephone encounters in the EMR, routes encounters to the appropriate staff/provider, and coordinates outgoing calls related to core functions.
• Edits and corrects registration errors, assists in the charge reconciliation process, and ensures schedule accuracy.
• Manages multiple EMR processes, including In Basket messaging and referral work‑queue processing, ensuring accurate and concise entry into the patient’s legal medical record.
• Assesses urgency of situations, determines appropriate routing, handles complaints, utilizes service‑recovery concepts, and serves as a front‑line problem solver.
• May escort patients into the treatment corridor, collect height and weight, record current medications, obtain vital signs, and perform basic visit documentation (competencies verified by clinical staff).
• Performs other duties as assigned.

Minimum Education & Experience

High School diploma and 1 year related experience in an administrative office or customer service field required, or completion of Vision Care 1, 2, 3 courses, or an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

• Medical terminology experience preferred.
• Ability to word process documents and enter data into a database preferred.
• Demonstrates the ICARE values to patients, families, and staff preferred.
• Customer‑satisfaction achievement skills preferred.
• Ability to act as a resource to less experienced staff preferred.