Outpatient Access Rep III

Job Location: 601 Elmwood Ave, Rochester, New York, United States, 14642

Full-time, 40 scheduled weekly hours

Compensation Range: $19.15 - $25.85 per hour

Responsibilities

• Coordinates activities of Outpatient Access employees and acts as a resource to staff in a clinic setting.
• Monitors and ensures all functions are completed accurately, efficiently, and in a customer-friendly manner.
• Coordinates all staff training activities, including scheduling training through education services and eRecord for newly hired staff.
• Assists clinic leadership with operational support, including personnel-related matters such as performance evaluations and developing improvement plans.
• Serves as the front office eRecord superuser, assists with workflow design and implementation, and supports referral coordination and prior authorizations.
• Assists staff in complex decision-making and adaptation to technology and systems.
• Trains and coordinates the assignment and duties of Outpatient Access employees and less experienced support staff.
• Performs duties of Outpatient Access as required by departmental needs, setting standards for customer service, accuracy, and efficiency.
• May take on specialized functions such as Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support.
• Identifies, implements, and monitors operational changes to improve clinic functioning, updating policies and procedures as needed.
• Reviews dashboard for front-end staff compliance to enterprise metrics daily, follows up with providers to reconcile discrepancies, and recommends workflow updates.
• Serves as a role model for excellent customer service, handling complaints, initiating service recovery, and troubleshooting problems.
• Partners with the Clinic/Practice Manager to improve office culture and employee engagement.
• Works with faculty practice and clinic representatives to maintain clinic schedules, instructs staff on schedule changes, and reviews schedules to improve patient flow.
• Works on special projects and interfaces with leaders from registration, insurance management, enterprise training, and patient financial services.
• Other duties as assigned.

Requirements

• High School diploma and 2 years of experience in an administrative capacity or customer service field required, or equivalent combination of education and experience.
• Medical terminology experience required.
• Demonstrated customer relations skills preferred.